Role Overview

As a Level 2 Support Engineer, you will provide advanced technical support within a multi-tier support organization, handling complex troubleshooting, root cause analysis, and technical investigations across retail hardware, software, payment services, cloud solutions, store applications, and Windows/Linux environments.

You will support customers and partners in English and French, delivering high-quality technical assistance and communication across multiple regions. Working within rotating product pods, you will develop expertise across retail devices, payment and cloud services, store applications, and operating systems while building broader product knowledge.

Key Responsibilities

• Investigate and resolve incidents escalated from Level 1 across software, hardware, networking, and cloud-based systems.
• Perform root cause analysis using logs, telemetry, remote access tools, and diagnostic data.
• Provide clear technical support and customer communication in English and French.
• Own and manage escalated cases through resolution or handover to Level 3.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams to deliver efficient customer outcomes.
• Validate solutions, provide temporary workarounds when needed, and ensure proper escalation documentation.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring issues and contribute to problem management, service improvements, automation initiatives, and new product readiness activities.
• Support and mentor Level 1 teams through knowledge sharing, coaching, and investigative guidance.
• Assist with Level 1 activities during peak periods to maintain service levels and customer satisfaction.

Career Progression

This role is part of a structured support model:

• Level 1: Customer support, issue resolution, and service ownership
• Level 2: Advanced troubleshooting, technical investigation, and root cause analysis
• Level 3: Product expertise, complex defect resolution, and advanced RCA

Clear opportunities for progression are available as technical expertise and service maturity develop.

Skills & Experience

Required

• High School diploma or equivalent
• Fluent English and French (written and verbal)
• Minimum 2 years of experience in a technical service desk or support role
• Strong experience supporting Windows operating systems
• Proven troubleshooting, analytical, and customer support skills
• Ability to work in a structured, high-volume, process-driven environment
• Strong organizational skills and attention to detail

Preferred

• Experience with Linux environments
• Previous Level 2 or advanced service desk experience
• Exposure to payment systems, cloud services, retail hardware, or store applications
• Experience supporting multilingual or international customers

Core Competencies

• Strong customer focus and ownership mindset
• Advanced analytical and investigative skills
• Ability to interpret logs, diagnostic data, and system outputs
• Comfortable learning new technologies and working across multiple product domains
• Professional communication skills in English and French
• Collaborative, team-oriented approach