Customer Support Engineer Tier 2 (technical Support )

Customer Success Engineer (Tier 2)

The Customer Success Engineer (Tier 2) handles complex and escalated technical issues that exceed the scope of Tier 1 support. This role demands deeper product expertise, advanced diagnostic skills, and the ability to collaborate closely with Engineering and Product teams to drive resolution of high-impact customer problems. The ideal candidate is a seasoned troubleshooter who can navigate ambiguous technical scenarios, perform root-cause analysis, and translate intricate technical findings into clear customer-facing communication. Tier 2 engineers also mentor Tier 1 teammates and play a key role in improving the overall support operation.

Responsibilities

• Own and resolve escalated technical cases from Tier 1, ensuring thorough investigation, root-cause analysis, and timely resolution within SLA targets.
• Perform advanced troubleshooting across application layers—including backend services, databases, APIs, integrations, and infrastructure components.
• Write and execute SQL queries, analyse application logs, and inspect API responses to isolate data-level or integration-level defects.
• Serve as a technical liaison between customers and internal Engineering, Product, and QA teams during incident investigation and resolution.
• Mentor and coach Tier 1 engineers through knowledge-sharing sessions, case reviews, and real-time guidance on escalated issues.
• Identify patterns in escalated tickets to surface systemic product issues, propose fixes, and contribute to long-term resolution strategies.
• Author advanced troubleshooting runbooks, internal documentation, and post-incident summaries for the knowledge base.
• Participate in on-call or priority-support rotations for critical customer accounts as required.

Skills and Experience

• 4–6 years of experience in technical support, application support, or a customer-facing engineering role, with at least 2 years handling escalations or Tier 2-level issues.
• Strong hands-on experience supporting SaaS or cloud-based platforms in production environments.
• Proficient in SQL with the ability to write complex queries (joins, sub-queries, aggregations) for data investigation and root-cause analysis across RDBMS systems.
• Working knowledge of REST/SOAP APIs; comfortable using tools such as Postman, cURL, or browser developer consoles for request-level debugging.
• Familiarity with cloud infrastructure concepts (AWS, Azure, or GCP) including compute, networking, and storage services.
• Experience reading and interpreting application logs and monitoring dashboards

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We're building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you'll thrive at Ideagen!

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!