Camascope is a fast-growing technology company focused on empowering the care and medication sector with technology. We are a team of talented, caring, and ambitious individuals who are committed to making a difference in care. Our ecosystem connects pharmacies, care homes, and doctors to improve the lives of many.
There has never been a better time to join Camascope. Our team is growing, and our product is reaching more users and partners every day. You will join a collaborative and passionate team. We love solving real problems and are committed to building the highest-quality solutions. If you are eager to make a meaningful impact in healthcare and thrive in a fast-paced startup environment, Camascope will be the perfect place for you.
What you will work on:
We are looking for an experienced L2 Support Engineer to join our technical support team. The ideal candidate will have strong written and verbal communication skills, a solid understanding of SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure high levels of customer satisfaction.
Key Responsibilities:
Provide second-level support for customer issues, escalating to higher-level support as necessary.
Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and network systems.
Utilize SQL skills to query databases, analyze data, and resolve database-related problems.
Collaborate with other support engineers, development teams, and stakeholders to effectively resolve issues.
Document troubleshooting steps, issue resolutions, and updates in the support ticketing system.
Offer guidance and mentorship to Level 1 support staff to assist them in resolving common issues.
Participate in root cause analysis and suggest process improvements to enhance service quality.
Follow up with customer service representatives (L1 team) to ensure complete issue resolution and maintain outstanding customer service.
Primary Requirements:
Excellent written and verbal communication skills for effective interaction with customers and internal teams.
Strong knowledge of SQL, particularly SQL Server, with the ability to write and troubleshoot queries.
Good diagnostic and problem-solving skills, emphasizing root cause analysis.
Experience with support ticketing systems and remote troubleshooting tools.
Ability to debug problems in web browsers using developer tools.
Familiarity with software development processes, networking, and operating systems.
Capacity to work in a fast-paced environment and manage multiple priorities.
Preferred Qualifications:
Bachelor’s degree in computer science, Information Technology, or a related field.
2+ years of experience in technical support or a similar role.
Knowledge of programming languages or scripting is a plus.
Experience with MS SQL Server databases.
Familiarity with Postman for API testing is a plus.
Work Environment: This is a full-time position, with the potential for on-call or rotational shifts.