[Hiring] L2 Support Engineer @NinjaOne

Role Description

A Level 2 Support Engineer assists Level 1 technicians in solving basic technological problems and investigates elevated issues by confirming the validity of the problem and looking for known solutions related to these more complex issues. The tech determines whether the problem is a new issue or an existing one. Advanced diagnostic tools, issue reproduction, and data analysis may be done at this point. This Support Engineer will focus on the Japan region and is required to be fluent in English and Japanese.

Location - Flexible, remote in Texas, Florida, CA, or WA

Schedule - This role has a set schedule of Sunday - Thursday, 6pm CT - 3am CT

What You’ll be Doing

• Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer
• Prioritize the troubleshooting process and properly manage time
• Ensure policy, organization, and device configuration were verified by L1
• Attempt to reproduce all issues and gather supporting data, logs, screenshots, etc.
• Verify accurate integration configuration
• Gather all information needed for cases of bug escalation as provided by customer
• Reproduce issues like scheduled actions not triggering, patch failures, remote connection failures, etc.
• If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem
• If there is no solution, as it’s an open bug or may require further investigation, gather all the required data and inform Level 3 or the ticket
• Must be able to work a set schedule with rotating on-call duties during weekends every ~2 months with limited hours/scope
• Prompt, accurate follow-up to tickets and support calls
• Ability to flourish under limited supervision
• Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
• Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
• Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
• Other duties as needed

Qualifications

• Associate’s degree in Computer Science and/or equivalent work experience
• Must be fluent in Japanese and English
• At least 2 years’ experience in a customer service/support related position
• Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus
• Must be fluent in Windows troubleshooting
• Fluency in Mac troubleshooting a plus
• Experience with Linux troubleshooting desired
• Previous experience with Zendesk a plus!
• Excellent oral and verbal communication skills a must!
• Able to exercise good judgment of priority based on customer impact
• Adaptable to new technologies and processes
• Strong interpersonal skills to work in a team-oriented environment
• Understanding of any virtualization platform, basic networking
• Previous experience with RMM software helpful, but not required
• A good sense of humor

Benefits

• Collaborative, kind, and curious community
• Flexible full-time work that is hybrid remote
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) plan to prepare for your financial future
• Unlimited PTO for work-life balance
• Opportunities for growth and advancement

Company Description

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.