Technical Support Engineer II

Job detailsApplication formThe Technical Support Engineer will provide advanced technical support for end users of our Solumina platform, resolving complex issues and improving system performance. This role requires a deep understanding of business rules, the ability to create test cases in Out-of-the-Box (OOB) environments, and proficiency in SQL queries and Java code errors. Candidates will also collaborate across teams to enhance support processes and ensure continuity of service.Essential Functions:Provide Tier 2 support by troubleshooting and resolving advanced technical issues that Tier 1 escalates, ensuring minimal downtime for users.Analyze product business rules and create test cases in OOB environments to replicate and diagnose reported issues.Write basic SQL queries and interpret Java code to identify and resolve database or application-related issues.Communicate effectively with users, internal teams, and management, offering clear solutions and ensuring customer satisfaction.Develop and document training materials, test cases, and troubleshooting procedures for complex issues to assist Tier 1 and Tier 2 personnel as well as customers.Assist in continuous improvement efforts by identifying inefficiencies and proposing enhancements to support workflows and system configurations.Ensure proper documentation of customer interactions, issue resolutions, and system updates using tools such as Zendesk.Collaborate with cross-functional teams to address recurring issues and implement solutions that enhance platform reliability and performance.RequirementsStrong communication skills in English with the ability to explain complex technical concepts clearly and concisely.Proven ability to identify root causes, create replicable test cases, and execute thorough troubleshooting procedures.Proficiency in writing and understanding SQL queries and reading Java code for diagnostics.Familiarity with cloud-based software troubleshooting and prior experience with Zendesk or similar ticketing tools is preferred.Experience working in or supporting teams in multiple time zones is a plus.1 or more years of experience troubleshooting environments utilizing Kubernetes, AWS, and Azure a plus.Required Education/Experience:3-5 years of experience in technical support, with demonstrated exposure to Tier 2 or advanced troubleshooting roles.High school diploma is required; a degree from a four-year college in a related field is strongly preferred.Non-Discrimination Disclaimer:iBase-t is committed to providing equal employment opportunities to all qualified applicants and employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. Our hiring decisions are based solely on qualifications, merit, and business needs.Visa Sponsorship Disclaimer:At this time, iBase-t does not sponsor visas for employment. Applicants must have valid work authorization to be considered for employment.Apply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload filePersonal InformationFirst name*Last name*Email*Phone*🇺🇸+1LinkedIn URLProfileEducationAddExperienceAddResume*Drag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBCover LetterDrag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBEqual Opportunity EmployerHelp us be an equal opportunity employerYou are requested (but not required) to fill in the personal data below. This information is used solely for government reporting and will not influence our hiring decisions.Race or ethnicitySelect...GenderSelect...Self-identification of Veteran status(Completion is voluntary and will not subject you to adverse treatment)iBase-t is a Government contractor subject to the Section 4212 of the Vietnam Era Veterans's Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, which requires Government contractors to take affirmative action to employ and advance in employment: (1) Disabled veterans - A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disability; (2) Recently separated veteran - A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air service; (3) Active duty wartime or campaign badge veteran - A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of Defense; (4) Armed forces service medal veteran - A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209). If you believe that you belong to any of the categories of protected veterans, please indicate by making the appropriate selection.Veteran StatusSelect...PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.iBase-t does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.Apply for this positionJob detailsApplication form