L2 Support Engineer

**Job Title:**
Level 2 Technical Support Engineer (L2 Support Engineer)

**Company:**
Foxit

**Employment Type:**
Full-time

About the Role

Foxit is seeking a
**Level 2 Technical Support Engineer**
to troubleshoot and resolve more complex customer issues across our software products. This role is ideal for someone who combines
**strong technical problem-solving**
with a
**customer-first communication style**
, and who can manage multiple cases while maintaining quality, speed, and clear updates.

As an L2 Support Engineer, you will handle escalated cases, guide customers through resolution steps, contribute documentation, and support the rollout of new applications and updates.

**Key Responsibilities**

You will be responsible for:

Troubleshooting technical issues and resolving escalated customer cases

Diagnosing and repairing faults using structured, systematic investigation

Installing and configuring software in customer environments

Speaking with customers to quickly identify root cause and define next steps

Providing timely, accurate updates and setting clear expectations throughout the case

Walking customers through resolution actions step-by-step (written and verbal)

Following up to confirm resolution and ensure customer confidence

Supporting rollouts of new applications, features, or product updates

Creating and maintaining procedural documentation and support guidance

Managing multiple active cases simultaneously while prioritizing effectively

Testing and evaluating new technologies and product changes to improve support outcomes

**Required Technical Skills (Core Competencies)**

Proficiency across common operating systems:
**Windows, macOS, and Linux**

Ability to identify and resolve technical issues using a clear troubleshooting methodology

Experience providing
**remote assistance**
to end users and enterprise customers

Familiarity with
**remote desktop/support tools**

Strong working knowledge of
**ticketing systems**
for tracking, documenting, and resolving issues

Ability to prioritize workload and manage multiple support tickets/cases concurrently

**Behavioral Competencies (How success is achieved)**

Customer Focus

Demonstrates a consistent commitment to understanding customer needs

Remains calm, patient, and solutions-oriented under pressure

Communicates clearly and professionally in both written and verbal formats

Translates technical concepts into simple, actionable steps for non-technical users

Conflict Resolution & Continuous Learning

Handles difficult interactions diplomatically and effectively

Resolves conflict constructively with customers and internal stakeholders

Demonstrates ongoing learning and professional development

Stays current on new technologies and industry best practices

Adaptability & Collaboration

Adapts quickly to evolving tools, processes, priorities, and product changes

Shows flexibility across varied tasks and problem types

Works well cross-functionally and supports team success

Shares knowledge, documentation, and best practices to help others improve



We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.