Technical Support Engineer – Level 2

Agiloft

. Investigate and resolve advanced technical issues escalated from Tier 1 support .

Posted 11/3/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting technical issues, utilizing tools such as Linux CLI and cloud monitoring, while effectively communicating technical concepts to diverse stakeholders. Proficient in customer service and collaboration with cross-functional teams to enhance the customer experience.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsKnowledge of Active DirectoryProficiency in RESTful APIsBachelor's Degree in Computer Science

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingLog AnalysisSQLJavaAPIsLinuxWeb-Based TechnologiesDatabase ConceptsAuthentication ProtocolsKnowledge Base Contribution

Soft Skills

Excellent Communication SkillsAnalytical SkillsCreativityAbility to Manage Competing PrioritiesMentorship

Tools & Technologies

Active DirectoryAdobe SignSalesforceOutlookWordExcelCloud Monitoring ToolsAgiloft

Industry Keywords

Customer ServiceTechnical IssuesIssue ResolutionKnowledge SharingSLA Compliance

Tech Stack

Tools & technologies

CloudJavaLinuxSQL

About the role

Key responsibilities & impact

Investigate and resolve advanced technical issues escalated from Tier 1 support
Answer phone, email, and chat inquiries from customers within documented SLAs/guidelines
Provide customer service to customers, partners, and internal stakeholders
Collaborate with Product, Engineering, and QA teams on issue resolution and knowledge sharing
Build knowledge of integrated products including Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce
Use log analysis, Linux CLI, and cloud monitoring tools to identify root causes
Reproduce customer issues in nonproduction environments and escalate verified bugs to Tier 3
Contribute to internal knowledge bases and documentation
Support onboarding and mentorship for Tier 1 team members
Interface with Tier 3, development, and CSM teams to achieve the best customer experience
Other duties as assigned

Requirements

What you’ll need

2+ years of experience in a technical support role
Intelligence, creativity, familiarity with web-based technologies, and ability to rapidly learn a complex and wide-ranging program
Experience with database concepts, web-based technologies, and operating systems
Excellent troubleshooting and analytical skills
Excellent written and verbal English communication skills
Ability to manage competing priorities and communicate technical concepts clearly
Bachelor's degree in computer science, information technology, or a related field or equivalent work experience (preferred)
Expertise in using and troubleshooting the Agiloft product (preferred)
Basic knowledge of SQL, Java, APIs, and Linux (preferred)
Proficiency in RESTful APIs, webhook troubleshooting, and common integration patterns (preferred)
Understanding of authentication protocols such as SAML MFA (preferred)

Benefits

Comp & perks

Healthy work/life balance
Floating holidays
Quarterly, no-questions-asked wellness day
Employee Resource Groups (ERGs)