Level 2 Support Engineer

At Trax Technologies, we help move the world's products. We revolutionize the logistics industry with our cutting-edge cloud-based solutions. By automating and streamlining freight invoice audit and payment processing, we empower both buyers and sellers of logistics services to transcend traditional boundaries. Our platform isn't just a tool-it's a catalyst for supply chain optimization. By providing unparalleled visibility into the intricate web of logistics operations and leveraging predictive analytics fueled by a staggering database of over 1 billion transactions spanning industries, modes, and nations, we redefine what's possible in logistics management.

We operate on a global canvas, Trax boasts a widespread presence, with offices strategically located in the U.S., Latin America, Asia, and Europe. Join us in reshaping the future of logistics, where innovation knows no bounds and opportunities are limitless.

Level 2 Support Engineer

Job Summary:

We are looking for an experienced and proactive Level 2 Support Engineer to join our dynamic team. In this role, you will provide advanced technical support for our Ingestion and Platform processes, acting as the second level of escalation for complex technical issues. You will collaborate with Platform Support, Ingestion Support, and Engineering teams to troubleshoot, diagnose, and resolve issues that do not require code changes. This role requires 16/5 support coverage to ensure uninterrupted service and platform stability. The ideal candidate will thrive in a fast-paced environment, with a commitment to continuous upskilling and an eagerness to tackle technical challenges.

Non-Negotiables:

• Experience with Linux environments: Proficiency in managing and troubleshooting Linux servers and applications is a must. You will be expected to have hands-on experience with Linux-based systems.
• Fluency in SQL: Advanced SQL skills are required for diagnosing data-related issues, writing complex queries, and ensuring data integrity within ingestion pipelines and platform processes.
• Continuous Upskilling: A commitment to continuous learning and upskilling is essential, as the technology landscape is constantly evolving.

Key Responsibilities:

• Incident Management: Act as the second point of contact for escalated issues from Level 1 support teams, focusing on resolving platform and ingestion process-related incidents within SLA timeframes.
• Technical Troubleshooting: Investigate and diagnose complex platform and ingestion process issues, leveraging monitoring tools, log analysis, issue replication, and troubleshooting methodologies to pinpoint and resolve root causes.
• Platform & Process Expertise: Gain and maintain a deep understanding of Trax platforms, ingestion pipelines, system architecture, integrations, and data flow to efficiently handle complex support requests and technical challenges.
• Problem Resolution: Address and resolve technical issues through workarounds, configuration changes, and platform adjustments that do not require code modifications. Escalate unresolved issues to development teams as necessary.
• Collaboration: Work closely with cross-functional teams, including Engineering, DevOps and QA to resolve issues, enhance platform stability, and improve overall system reliability.
• Documentation: Maintain comprehensive records of support requests, troubleshooting steps, and resolutions in the ticketing system. Contribute to the internal knowledge base by documenting common issues, solutions, and best practices.
• Monitoring & Alerts: Use monitoring tools (e.g., Nagios, Datadog, Zabbix) to proactively identify potential issues within platforms and ingestion pipelines. Respond to system alerts and take the necessary actions to prevent service disruptions.
• Continuous Improvement: Recommend and implement process improvements, collaborating with relevant teams to enhance system stability, reduce the occurrence of issues, and streamline response times.
• Shift Work: Provide 16/5 support coverage, with rotating shifts (including nights and weekends), to ensure consistent platform availability and effective issue resolution.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Proven experience in a Level 2 or similar application support role, demonstrating a strong technical background and hands-on experience in troubleshooting complex system issues.
• Experience with Linux/Unix systems: Expertise in troubleshooting, managing, and maintaining Linux-based systems and applications.
• Fluency in SQL: Advanced SQL skills, including the ability to write and troubleshoot complex queries to resolve data-related issues.
• Experience with reporting and analysis tools such as Power BI or other similar reporting platforms for analyzing and visualizing system performance, metrics, and trends.
• Experience with troubleshooting tools: Proficiency in tools like log analysis, issue replication, and root cause analysis to efficiently diagnose and resolve technical issues.
• Familiarity with monitoring tools (e.g., Nagios, Datadog, Zabbix) and ticketing systems (e.g., Jira) for managing incidents and tracking progress.
• Ability to work under pressure and manage multiple tasks in a high-pressure environment, ensuring that issues are resolved efficiently and within established timeframes.
• Strong communication skills: Ability to articulate technical issues clearly to both technical and non-technical stakeholders.
• A commitment to continuous upskilling: Proactively seeking out new skills and technologies to stay ahead in the ever-evolving tech landscape.

Preferred Qualifications:

• Experience working in a 24/5 or on-call support environment, with demonstrated ability to manage issues outside of regular working hours.
• Knowledge of cloud platforms (e.g., AWS, Azure) and microservices architecture.
• Experience with .NET application support is a plus.

Schedule:

This role includes 16/5 support coverage, requiring participation in rotating shifts that may involve nights and weekends to ensure consistent platform availability and rapid issue resolution.