Spigot Software - L2 Technical Support Engineer

Description :

- Handle escalated support cases and complex incidents within SLA.

- Perform advanced troubleshooting across applications, databases, hardware, and networks.

- Conduct secure remote diagnostics, configuration changes, and system updates.

- Install, configure, and support WMS and ERP platforms.

- Validate software releases and patches through QA testing.

- Perform root cause analysis on recurring and critical issues.

- Escalate product defects with detailed technical documentation.

- Collaborate with engineering and product teams on bug resolution.

- Follow up with customers to confirm successful resolution.

- Train and mentor Level 1 engineers.

- Maintain active certification in two or more Endpoint products.

- Create and maintain internal documentation, including knowledge base articles and troubleshooting guides.

- Monitor system health and proactively resolve potential issues before they impact production.

- Level 2 cases require advanced knowledge of our software and a deep understanding of the backend architecture.

- The role demands strong proficiency in writing SQL queries, as well as debugging stored procedures and functions.

- Candidates should be capable of diagnosing and resolving SQL performance issues and handling complex queries.

- Work closely with L1 and L3 teams to resolve complex technical issues related to WMS, ERPs (Sage, Acumatica, NetSuite, Microsoft Dynamics), and related integrations.

- Work directly within production databases and review system logs.

- May occasionally be expected to debug code, though this is rare (approximately 5%). Collaboration with Development.

- Responsible for recreating issues based on client interactions and support case details.

- Serve as the primary liaison between the client and the development team throughout the investigation and resolution lifecycle.

- If an issue cannot be reproduced, you must gather and provide relevant client system data to the development team for deeper analysis.

Requirements :

- Familiarity with tools like Salesforce, SQL Server, Visual Studio, Power Automate, Postman, and Smart Connect.

- API and. NET ecosystem knowledge.

- Strong ability to communicate technical concepts to both technical and non-technical stakeholders.

- Strong documentation, communication, and customer management skills.

- Leadership and mentoring capabilities.

- Problem-solving and analytical skills with the ability to work independently.

- Advanced troubleshooting and diagnostic skills for WMS, ERP systems (Sage, Acumatica, NetSuite, Microsoft Dynamics), and network configurations.

- Proficiency in VPN configurations and remote support tools (e. g., Cisco AnyConnect, SonicWall NetExtender, and FortiClient VPN).

- Bachelor's degree in IT, computer science, engineering, or a related field.

- Experience in Application Support, Systems Support, or ERP/WMS Support.

- Manufacturing and warehousing industry experience is strongly preferred.

- Hands-on WMS experience is required.

Technology and Product Scope :

- WMS and ERP systems supported; depth of SQL/. NET/API skills required.

- Primary : Endpoint WMS (SaaS and On-Prem).

- Advanced SQL knowledge and intermediate skills with API calls.

- Integrated ERPs : Sage, Acumatica, NetSuite, Microsoft Dynamics, and QuickBooks.

- System of Record : Salesforce.

- Core Tools : SQL Server, SSRS, Visual Studio, VSTS, Postman, SmartConnect, and Power Automate.

- Platforms : Microsoft GP, Business Central, Dynamics SL.

- Development : C#, . NET, ASP. NET, REST, JSON, and Web Services.

- Additional : SQL queries & stored procedures, network troubleshooting, printer configuration, C# debugging, system access.

- Required to connect to client environments via VPN.