Technical Support Engineer

Technical Support Engineer – Level 2

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

The Role

The Technical Support Engineer – Level 2 will:

• Take ownership of incoming help requests from end users and document all pertinent customer information.
• Respond to customer through Phone/Email/Chat inquiries w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support.
• Knowledge of working with ticketing tools and SLA governed environment.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate channel. Record, track, and document the problem-solving process all the way through to the final resolution.
• Use logical reasoning to analyze a situation and make use of available debug utilities.
• Identify and learn old and new software features supported by the organization.
• Hands-on experience working with fixes at the product level, including installing and upgrading software.
• Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved.
• Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits.
• Develop FAQ and Knowledge Base articles to aid in problem resolution.

Primary Duties

• Take ownership of the Support Tickets and customer communication to be done by L2.
• L2 engineer will work with required L3 engineer and ensure the logical conclusion of ticket when they are unable to solve the ticket within the stipulated time.
• Issue understanding and Impact analysis during problem identification - Severity validation.
• Identify affected components.
• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.
• Request and review all required details like screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with customer.
• Self-analysis capture over the ticket. (internal and external notes)
• Before swarming the case, detailed swarm details (using swarm template) to be filled with proper log analysis.
• Plan of action should be shared with the customer before scheduling a meeting with customer.
• Complete mandatory Product/process training on time.

Relevant Skills and Experience

• Bachelor's degree in IT, Computer Science or equivalent is required.
• Must be able to read, write and communicate in both English and Japanese.
• Basic knowledge of Robotic Process Automation and Gen-AI is required.
• Must be able to multi-task and display strong problem-solving skills.
• Good understanding of Linux/Unix is preferred.
• Must be confident with MS Office suite of applications (Outlook, Excel and Word).
• Knowledge of LAN, WAN, WLAN technologies and network protocols such as TCP/IP, DNS, DHCP, VPN is desired.
• Previous experience of delivering customer success in a technical support engineer is preferred.
• Ability to read, write, and communicate in Korean is a plus, but not a mandatory requirement.

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.