Software Technical Support Engineer (L2)

Job Description

Seclore Technology is hiring a Software Technical Support Engineer (L2) to provide advanced technical support for enterprise security solutions. The role involves diagnosing software issues, troubleshooting integrations, and ensuring customer satisfaction through timely issue resolution. You will collaborate with development, implementation, and customer success teams to resolve complex technical challenges. This position is ideal for professionals with strong analytical and customer support skills.

Key Responsibilities
Provide Level-2 technical support for enterprise security software.
Diagnose and resolve application, server, and integration issues.
Investigate customer-reported incidents and perform root cause analysis.
Escalate critical issues to engineering teams when required.
Configure software solutions based on customer requirements.
Maintain accurate documentation of incidents and resolutions.
Support product upgrades, patches, and deployments.
Ensure service level agreements (SLAs) are consistently achieved.