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. Burimi: https://mk.linkedin.com/jobs/view/l2-support-engineer-at-foxit-4369402666

Niveli: mid level