Camascope-L2 Support Engineer

Role Title:	L2 Support Engineer
Reporting to:	HEAD OF ENGINEERING
Location:	BARODA, India
Job Type:	Permanent

About us

Camascope is a fast-growing technology company focused on empowering the care and medication sector with technology. We are a team of talented, caring, and ambitious individuals who are committed to making a difference in care. Our ecosystem connects pharmacies, care homes, and doctors to improve the lives of many.

There has never been a better time to join Camascope. Our team is growing, and our product is reaching more users and partners every day. You will join a collaborative and passionate team. We love solving real problems and are committed to building the highest-quality solutions. If you are eager to make a meaningful impact in healthcare and thrive in a fast-paced startup environment, Camascope will be the perfect place for you.

What you will work on:

We are looking for an experienced L2 Support Engineer to join our technical support team. The ideal candidate will have strong written and verbal communication skills, a solid understanding of SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure high levels of customer satisfaction.

Key Responsibilities:

• Provide second-level support for customer issues, escalating to higher-level support as necessary.
• Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and network systems.
• Utilize SQL skills to query databases, analyze data, and resolve database-related problems.
• Collaborate with other support engineers, development teams, and stakeholders to effectively resolve issues.
• Document troubleshooting steps, issue resolutions, and updates in the support ticketing system.
• Offer guidance and mentorship to Level 1 support staff to assist them in resolving common issues.
• Participate in root cause analysis and suggest process improvements to enhance service quality.
• Follow up with customer service representatives (L1 team) to ensure complete issue resolution and maintain outstanding customer service.

Primary Requirements:

• Excellent written and verbal communication skills for effective interaction with customers and internal teams.
• Strong knowledge of SQL, particularly SQL Server, with the ability to write and troubleshoot queries.
• Good diagnostic and problem-solving skills, emphasizing root cause analysis.
• Experience with support ticketing systems and remote troubleshooting tools.
• Ability to debug problems in web browsers using developer tools.
• Familiarity with software development processes, networking, and operating systems.
• Capacity to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field.
• 2+ years of experience in technical support or a similar role.
• Knowledge of programming languages or scripting is a plus.
• Experience with MS SQL Server databases.
• Familiarity with Postman for API testing is a plus.

Work Environment: This is a full-time position, with the potential for on-call or rotational shifts.