L2 Support Engineer

XOi Technologies is powering a world in which people and equipment are connected, decisions are transparent, and quality outcomes are predictable. XOi is the market leader in “curb-to-curb” technician enablement solutions, empowering techs to safely capture—and access—critical job site information, launch remote support, and provide customers photos and videos of recommended and completed work. Field services technicians across the nation utilize our suite of products to increase efficiency and performance on the job, streamline communication, build skills and gain data insights to be unlocked and shared with the entire ecosystem. In an industry that is increasingly evolving through innovative software solutions and AI, XOi is excited to be at the forefront building the ecosystem that allows data to be created and delivered every time equipment is touched by any technician on mission critical job sites. As an L2 Support Engineer, you will be responsible for providing second-line support for all issues related to XOi Technologies. You will focus on consulting, configuring, and troubleshooting client to partner integrations, as well as triaging, troubleshooting, and resolving bugs identified by L1 frontline support. Additionally, you will be responsible for iteratively improving XOi's applications through root cause analysis and correction, proactive performance tuning, small but high-impact feature requests, and application tooling.

Responsibilities

• Meet with Customer Success and clients to understand integration needs, timeframes, and required data to successfully configure the integration.
• Configure and maintain client integrations.
• Troubleshoot bugs and problems interfering with the client/ XOi/partner integration.
• Perform advanced troubleshooting and resolution for issues that cannot be resolved by Level 1 support.
• Lead Zoom screen-share troubleshooting with technicians and partners, maintain composure under pressure, de-escalate when needed, guide customers step by step, and document outcomes and root-cause analysis (RCA) in customer-ready notes.
• Possess expert knowledge of XOi's support and escalation process.
• Lead customer communications end-to-end via email, phone, and Zoom: actively listen, translate complex issues into plain language, set expectations on timelines/SLA, and follow up with clear written updates and next steps.
• Reproduce, confirm, and manage issues to complete resolution, or assign to the appropriate team, monitoring, and reporting progress.
• Involve senior resources and Site Reliability Engineer (SRE) as needed to resolve complex issues or issues that you suspect need escalation of priority.
• Participate in standard product management processes (grooming sessions, stand-ups, etc.) related to the resolution of customer-facing issues.
• Create documentation of technical support issues and their resolutions using the available tools.
• Operate with sensitivity around XOi processes, policies, and procedures, as well as maintain and protect confidentiality around all aspects of our customers.
• Work continuously to document product and technical knowledge.
• Provide solutions, answers, or assistance for L1 overflow request volume or during periods of acute need such as planned time off, etc.
• Fill out details of support requests and accurately categorize and label support calls/emails to ensure optimal reporting and issue tracking.
• Create Jira tickets for bugs or tasks as the need arises. Manage issues through resolution.
• Communicate directly with customers to troubleshoot technical issues and provide effective solutions.

Qualifications

• Bachelor's degree in Computer Science or a related field or successful completion of a coding bootcamp preferred but not required
• 2+ years of experience in technical support, software support or software development.
• Familiarity with common programming languages and databases (e.g. Javascript, Python, SQL)
• Strong problem-solving skills and ability to diagnose and resolve technical issues
• Ability to work well in a team-oriented, collaborative environment.
• Strong experience leading end-to-end customer communication across email, phone, and Zoom—active listening, plain-language explanations, SLA expectation-setting, and clear written follow-ups.
• Excellent communication skills, both written and verbal
• Knowledge of Sentry, Bugfender, AWS (Cloudwatch), GitHub, Zendesk, and Jira a plus
• Ability to document technical processes and procedures effectively.
• Flexibility to work outside of normal business hours as needed.

XOi Technologies is an Equal Opportunity Employer At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws. This is a remote position. Apply tot his job Apply To this Job