L2 Customer Support Architect
$60,000 USD Per Year
$30 USD PER HOUR AT 40 HOURS PER WEEK
MAKE IMPORTANT TECHNICAL DECISIONS
LEARN AT AN AMAZING RATE
WORK WITH TOP 1% OF GLOBAL TALENT
Are you deeply technical but enjoy working closely with customers to troubleshoot business critical issues? Are you as technical and smart as a software architect and really love learning new products and technologies? If you are driven by customer success, enjoy problem solving, and love helping people, then this is the job for you.
L2 Customer Support Architects are experienced software architects who are deeply technical, but they have the unique ability to couple that with exceptional verbal and written communication skills. They are smart, driven, curious, and empathetic, going out of their way to help customers and not resting until a problem is solved.
The daily activities include:
‘Pair Support’ and working closely with colleagues to learn and teach new technologies and support techniques. The goal of Pair Support is to create a culture where all team members solve tickets on all products in a continuous improvement learning environment.
Analytically solving customer issues that L1 Customer Support Engineers could not solve
Defusing of any escalated customer situations
Effective communication of technical solutions to non-technical customers
You have worked, at least 5 years, as a support agent in a high-volume contact center. Note - if you do not have over 5 years of experience and do not have software architect-level technical acumen - you may want to consider applying for the L1 Customer Support Engineer role.
You have software architect-level technical acumen in modern software languages - since 90% of the products you will be supporting are written in Java or .Net - you will be asked to prove your technical skills in these languages.
Required administration and troubleshooting of:
Windows or Unix/Linux Server
Network and Webservers
Database MS SQL / MySQL / Oracle / PostGreSQL
Java / Java Script / CSS / HTML