L2 Technical Support Engineer

TestRail is a world-class test management solution that helps quality assurance (QA), engineering, and development teams speed up testing, improve product quality, and ship releases faster. More than 11,000 organizations like NASA, Apple, Microsoft, Activision Blizzard, and Amazon trust TestRail to power their QA and test management processes. We’re seeking an L2 Technical Support Engineer to join our team. If you have outstanding troubleshooting skills and enjoy working with development and testing tools, we want you to join our award-winning support team. Responsabilities

• Help customers troubleshoot issues via email, phone and desktop sharing.
• Answer product related and technical customer queries
• Guide new customers through their product evaluation and answer their technical questions.
• Support Enterprise customers remotely with installing, updating and maintaining TestRail.
• Work on numerous business and self-oriented initiatives year over year
• Liaison with Product and Dev team to ensure resolution of high priority bugs and timely deployment of feature requests
• Assist L1 engineers with ongoing investigations
• Represent Quality in Support in any customer interaction

• At least 2 years in tech support L2 or similar roles.
• Degree in Computer Sciences or related field
• Database management knowledge is a plus
• Testing process knowledge is desirable
• SQL knowledge is welcome., * Excellent English writing and communication skills
• Broad technical curiosity and proven technical understanding
• Experience with both Windows and Linux servers
• Experience with at least one major scripting or programming
• Good understanding of networking and web technologies
• Knowledge of the software testing and development process is a plus
• Extremely self-motivated, driven and customer-oriented
• Capacity to understand work metrics and manage own work to achieve targets