Support Engineer L2 - Automation and Orchestration Software

MINDPICKED is a new generation recruitment firm providing companies solutions in their search for talent, and talents opportunities who wants to reach their potential.

We specialize in middle and senior management recruitment in various sectors and countless job functions.

We are looking for a “Support Engineer L2 - Automation and Orchestration Software” for our client in the Information Technology industry.

Position Summary:

The Support Engineer for Automation and Orchestration Software is responsible for providing high-quality technical support to customers using our software solutions. This role involves troubleshooting and resolving complex issues related to automation workflows, orchestration processes, and software integration. The engineer will collaborate with cross-functional teams to enhance product functionality and ensure customer satisfaction.

Key Responsibilities:

• Assist customers in diagnosing and resolving technical issues with automation and orchestration software,
• Provide timely and accurate technical support through various channels including phone, email, and chat,
• Collaborate with the development and Q&A teams to identify and resolve bugs and improve software features,
• Document and track customer issues and resolutions in the support ticketing system,
• Develop and maintain knowledge base articles and support documentation,
• Conduct software testing and validation to ensure product quality,
• Train and mentor junior support staff on technical issues and customer service best practices,
• Provide solutions including hot fixes and environmental and network problems.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field,
• Proven experience in a technical support role, preferably with automation or orchestration software,
• Strong knowledge of scripting languages and automation tools (e.g., Python, Ansible, Jenkins),
• Strong knowledge of network ( CCNA , CCNP level network certifications preferred),
• Excellent analytical and problem-solving skills,
• Strong communication skills, both verbal and written,
• Ability to work in a fast-paced, customer-focused environment,
• Experience with cloud platforms and virtualization technologies is a plus,
• Experience with network platforms ( routers, switches and APs ) is a plus.