Tier 2 Technical Support Agent Job at Hapana (Greater London)

Team Lead, Customer Support

We are looking for a Customer Support Team Leader to join a high-growth team on ...

Location

Poland

Salary:

Not provided

SmartRecruiters

Expiration Date

Until further notice

Requirements

General ATS experience
Strong knowledge of Support Case tracking systems (SalesForce and JIRA are a plus)
Excellent English skills
Ability to interact and communicate professionally and confidently with a diverse customer base
Customer support experience, preferably in the Enterprise space
Strong interpersonal, written and spoken communication skills
Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations
Experience in technical customer support in a SaaS environment
A passion for technology and a drive to change the world
Positive, energetic, with a can-do attitude

Job Responsibility

Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeed
Take on a portion of the escalated customer support cases (externally escalated by customers)
Be the main point of escalation for Customer Support Agent (internally escalated)
Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support related questions and push support cases to resolution
Lead internal training sessions for Tier 1 and Tier 2 Support Agents
Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support slack channel on a daily basis
Schedule and lead new hire training and enablement sessions
Contribute to weekly Support team meetings
Drive a high level of customer satisfaction
Identify, test, and call out technical issues

What we offer

Competitive salaries
Generous equity
Strong internal mobility
Remote-friendly culture

Commvault Engineer

Commvault Engineer role at Hewlett Packard Enterprise. HPE Operations is our inn...

Location

India , Bangalore

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

First Level University degree: technical or non-technical (Bachelor of Arts/Science)
3-4 year completion beyond High School level, BA/BS or equivalent experience
5-7 years experience in relevant technologies and customer environments
Relevant industry qualification where applicable
Excellent verbal and written communication skills
Advanced troubleshooting skills in a technical environment
Excellent analytical and problem solving skills
Advanced Software and hardware knowledge of computing, storage and peripheral devices
Knowledge of multiple product lines (proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.)
Advanced proficiency with case management databases and tools

Job Responsibility

Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
Ability to act as a mentor and guide other employees
Ability to provide direction and guidance to process improvements
Ability to articulate clearly, recommend and explain resolutions/clients
Understand and utilize ITIL
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Service Engineer

Microsoft Digital (MSD) builds and manages the critical products and services th...

Location

India , Multiple Locations

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

2+ years of experience managing and improving an enterprise service, including support for Production systems
Strong technical skill including Agentic AI knowledge for troubleshooting client/server software issues across multiple platforms, such as Windows, Linux, Mac, iOS, Android, Client Networking issue triage, Office 365, Power BI queries, and Self-Problem-Solving capability
Proven track record of successful Agile project implementations
Comfortable using PowerShell scripts, VS Code, Azure, Power BI and have used these tools to drive automation and service health improvements
Influencing others and be held accountable for delivery without implicit authority

Job Responsibility

Perform in a lead technical role to provide Tier 3/Tier 4 level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement
Provide a high level of support/service engineering across multi-platform products and services – Windows Client/Server, Client networking, Linux, Mac, iOS & Android
Analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs
Perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks
Provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up
Manage incident resolution SLA/OLA, Time To Escalation and Time to Resolution
Collaborate with strategic service managers and engineering groups for the fast resolution of customer issues including working with customers directly on complicated issues
Perform not only the technical issue resolution, but also provide analytical reports to the leadership team for a strategic decision on Employee Productivity Services
Advance the industry leading Zero Trust strategy by removing all service dependencies on VPN
Collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple roles as required (End User, IT Admin, & App Owner)

Fulltime

Service Engineering

Microsoft Digital (MSD) builds and manages the critical products and services th...

Location

United States , Redmond

Salary:

119800.00 - 234700.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
OR equivalent experience
5+ years of SaaS platform engineering experience with deep expertise in: Enterprise SSO/SAML/OIDC integration and troubleshooting
Identity provider architecture (Okta, Azure AD, etc.)
Multi-tenant security and access control patterns
API integration and webhook-based architecture
Battle scars from scale: You've supported platforms serving 10k+ users and know what breaks at scale. You did your time in support roles and have improvement ideas ready to go.
Integration debugging mastery: You can troubleshoot issues that span multiple systems and vendors, correlating logs and understanding where the problem lives.
Security and compliance fluency: You understand SOC2, data residency, audit logging, and how to implement security controls at integration boundaries.
Operational excellence mindset: You build monitoring, alerting, and runbooks as core deliverables, not afterthoughts.

Job Responsibility

Own platform integration architecture: You will partner with our CISCO to design and implement SSO/SAML integrations, multi-org federation models, and security boundaries for enterprise SaaS tools at scale.
Be the technical backbone: You will lead technical decision-making for platform onboarding, scaling, and operations - your Service Engineering Architect partner will look to you for architectural guidance.
Solve hard problems: You will debug authentication failures that span your IdP, network, and vendor infrastructure
architect monitoring solutions that give visibility across integration boundaries.
Drive AI-enabled operations: You will use agentic development and automation tools to transform Tier 2/3 support workflows - build the center of excellence for "AI-augmented operations".
Provide Tier 2/3 support at scale: You will manage escalations, investigate complex issues, and build runbooks/automation that prevent repetition across various SaaS platforms.
Set the technical standard: You will establish patterns for security, compliance, monitoring, and operational excellence that scale across multiple platforms.
Mentor and teach: You will help grow the team's technical capabilities through pairing, code review, and knowledge sharing.
Tier 2 On-call: You will be part of a 24x7 rotation for multiple platforms that you are trying to make as quiet as possible.

Fulltime

Service Engineering

Microsoft Digital (MSD) builds and manages the critical products and services th...

Location

United States , Redmond

Salary:

119800.00 - 234700.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
OR equivalent experience
5+ years of SaaS platform engineering experience with deep expertise in: Enterprise SSO/SAML/OIDC integration and troubleshooting
Identity provider architecture (Okta, Azure AD, etc.)
Multi-tenant security and access control patterns
API integration and webhook-based architecture
Battle scars from scale: You've supported platforms serving 10k+ users and know what breaks at scale. You did your time in support roles and have improvement ideas ready to go
Integration debugging mastery: You can troubleshoot issues that span multiple systems and vendors, correlating logs and understanding where the problem lives
Security and compliance fluency: You understand SOC2, data residency, audit logging, and how to implement security controls at integration boundaries
Operational excellence mindset: You build monitoring, alerting, and runbooks as core deliverables, not afterthoughts

Job Responsibility

Own platform integration architecture: You will partner with our CISCO to design and implement SSO/SAML integrations, multi-org federation models, and security boundaries for enterprise SaaS tools at scale
Be the technical backbone: You will lead technical decision-making for platform onboarding, scaling, and operations - your Service Engineering Architect partner will look to you for architectural guidance
Solve hard problems: You will debug authentication failures that span your IdP, network, and vendor infrastructure
architect monitoring solutions that give visibility across integration boundaries
Drive AI-enabled operations: You will use agentic development and automation tools to transform Tier 2/3 support workflows - build the center of excellence for "AI-augmented operations"
Provide Tier 2/3 support at scale: You will manage escalations, investigate complex issues, and build runbooks/automation that prevent repetition across various SaaS platforms
Set the technical standard: You will establish patterns for security, compliance, monitoring, and operational excellence that scale across multiple platforms
Mentor and teach: You will help grow the team's technical capabilities through pairing, code review, and knowledge sharing
Tier 2 On-call: You will be part of a 24x7 rotation for multiple platforms that you are trying to make as quiet as possible

Fulltime

Director - Global Service Desk

The Director, Global Service Desk functions as the 'Centralized Front Door' for ...

Location

United States

Salary:

Not provided

O'Reilly Auto Parts

Expiration Date

Until further notice

Requirements

Service Desk Management: Extensive experience managing high-volume, 24/7 Service Desk environments in a retail or enterprise setting
Customer Service Excellence: A relentless focus on the end-user experience, with the ability to de-escalate complex situations and drive customer satisfaction
Operational Triage: Strong ability to define triage workflows to distinguish between remote software fixes (Tier 1) and physical hardware dispatches (Tier 2)
Data-Driven Decision Making: Ability to analyze ticket trends to identify training gaps, upstream system issues, or staffing needs
Leadership & People Management: Demonstrated success in leading, coaching, and developing a large team of support agents and supervisors
Business Insight: Understanding of the retail operating model to differentiate between 'System Issues' and 'Operational/Process Issues'
Education: Master's Degree or Equivalent Level preferred
Experience: Wide and deep experience providing expert competence (Over 10 years to 15 years), specifically in Service Desk or Call Center management
Managerial Experience: Experience planning, managing, and organizing resources within short/medium timescales and overall policy framework (6 to 10 years)

Job Responsibility

Global Service Desk Leadership: Manage the 24/7/365 Tier 1 support function. Ensure continuous coverage and rapid response for all incoming incidents and service requests from over 6,400 Stores, 30 DCs, and several Corporate offices
End-User Experience: Develop and execute a comprehensive support plan that enhances the end-user experience. Act as the primary liaison for end-users, managing escalations and communication
Operational Partnership (Remote vs. Physical): Work in close partnership with the Director, Remote Site Operations. Ensure the Service Desk effectively triages issues remotely to resolve them at Tier 1 before dispatching tickets for physical on-site resolution
Ticket Lifecycle Management: Responsible for the accurate logging, categorization, and prioritization of all incoming tickets. Manage the escalation of tickets to Tier 2/3 support teams (e.g., Network, Platforms, App Dev) when remote resolution is not possible
Scope & Operational Boundaries: Actively manage the scope of the Service Desk to ensure focus remains on technical resolution. You must ensure non-IT business requests are routed to the appropriate partners
Performance Analytics: Monitor, report on, and analyze Service Desk performance (Speed to Answer, Abandonment Rate, FCR). Set appropriate performance objectives for direct reports and hold them accountable

What we offer

Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth

Fulltime

L3 SOC Analyst

Managed Services Security team are made up of teams that provide remote (offsite...

Location

Ireland , Galway

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field or equivalent experience desired
Generally, 5+ years in SOC, Incident Response, or Threat Analysis roles
Strong knowledge & understanding of common attack vectors and threat actor tactics, techniques, and procedures
Knowledge of Elastic SIEM is preferred. If not experience on any of the other SIEM tools like Sentinel, Splunk, QRadar, LogRhythm
Relevant industry qualification where applicable
Excellent verbal and written communication skills in language to be supported
Advanced troubleshooting skills in a technical environment
Excellent analytical and problem solving skills
Advanced Software and hardware knowledge of computing, storage and peripheral devices
Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.)

Job Responsibility

Monitor work queues for new escalations from the L1/L2 team
Triage cases when there are multiple escalations in the queue
Perform deep-dive analysis on escalated cases
Uses Threat intelligence and IOA/IOC data to identify source and impact of attack
Clearly document your investigations as they progress and regularly add case notes to the case to maintain situational awareness
Complete the investigations and recommend remediations for low and medium severity security incidents
Initiate a war room for confirmed or suspected critical security incidents and follow the documented incident response plan
Complete Post Incident Review (PIR) documentation for all medium and higher severity security incidents
Monitor work queues for new cases requiring review
Triage case reviews as required

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Business Analyst

Location

United States , Manchester

Salary:

Not provided

RMS IT

Expiration Date

Until further notice

Requirements

Required bachelor’s degree in computer science, Engineering or related field.

Job Responsibility

Conduct user interviews, workflow observations, surveys, and workshops to capture current-state (As-Is) and define future-state (To-Be) processes
Perform feasibility studies and gap analyses to evaluate potential solutions aligned with business goals
Critically evaluate information from multiple sources to reconcile conflicts, distinguish user requests from core needs, and break down high-level business issues into actionable components
Analyze existing operational and system processes to identify inefficiencies and recommend optimizations
Act as a change agent by proactively identifying and proposing solutions that improve business performance, data accuracy, and service delivery
Leverage industry best practices and internal benchmarking to drive continuous improvement initiatives
Serve as a primary liaison between business units, vendors, and technical teams to ensure shared understanding of objectives and constraints
Facilitate stakeholder interviews, cross-functional workshops, and requirement review sessions to foster collaboration and consensus
Collaborate with product owners and technical leads to prioritize backlog items and refine user stories for Agile development
Support project lifecycle activities including scoping, planning, task management, and progress reporting

Select Country

Tier 2 Technical Support Agent

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?