Systems Engineer (T1/T2 Support)

Job Description

Job Summary:

We are seeking a Systems Engineer (Tier 1/Tier 2 Support) to provide exceptional technical support to our enterprise clients. In this hybrid role, you will serve as the first line of contact for complex issues—ensuring system stability, investigating problems, offering solutions, and escalating bugs and technical challenges to internal teams. Your work will directly impact client satisfaction and product improvement.

This is an exciting opportunity for a self-driven, highly analytical individual who thrives in fast-paced environments and enjoys cross-functional collaboration.Responsibilities:

Take full ownership of customer-reported issues, managing them through to resolution.

Diagnose, troubleshoot, and identify solutions for client system problems.

Escalate unresolved issues to internal development, QA, or product teams following standard procedures.

Deliver prompt and clear communication to clients throughout the support process.

Accurately document issues, solutions, and internal knowledge base articles.

Generate timely and detailed support reports and logs.

Contribute feedback to improve product functionality, customer satisfaction, and internal support processes.Required Qualifications:

Minimum of 3+ years of enterprise-level technical support experience.

Bachelor's degree in Computer Science, MIS, or related field (or equivalent work experience).

Experience in 24/7 on-call customer/system support environments.

Strong knowledge of Windows, Unix, and/or Linux operating systems.

Experience supporting multi-tier architectures (web, app, backend, databases).

Proficiency with SQL, Oracle, PostgreSQL, or similar databases.

Experience using observability tools such as Dynatrace and Splunk.

Familiarity with ticketing systems such as ServiceNow, Jira, or Salesforce.

Scripting ability in Shell, Perl, Ruby, or similar is a plus.

Exposure to AWS and Kubernetes environments is a strong plus.

Experience handling PII/sensitive/secure data.

Excellent problem-solving, communication, and client-facing skills.

Ability to multitask, self-manage, and operate effectively under pressure.Preferred Skills:

Incident and problem management expertise (ITIL or similar).

Ability to collaborate across technical and business teams.

Demonstrated attention to detail and documentation practices.

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Full-time

Hybrid remote