L2 Support Engineer

Job Description

About You

You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally. 

You are a problem solver passionate about providing high-quality technical support to end-users. You enjoy troubleshooting issues, guiding teammates, and ensuring smooth IT operations across the organization. You are customer-focused, detail-oriented, and thrive in fast-paced environments where clear communication and collaboration are key.

You bring to Applaudo the following competencies:

• Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a related field — or equivalent experience.
• Previous experience in technical support roles (Level 1 or Level 2).
• Basic knowledge of SQL (SELECT statements, filters, simple JOINS).
• Strong communication skills, both verbal and written.
• Customer-focused mindset with the ability to work under pressure.
• Problem-solving skills for diagnosing and resolving basic technical issues.
• Intermediate English proficiency (B1–B2), capable of supporting users and documenting issues.

You will be accountable for the following responsibilities:

• Provide first-level technical support via phone, email, or chat to address end-user requests.
• Assist Level 1 agents with escalations, technical questions, and coaching as the environment evolves.
• Diagnose and troubleshoot desktop application issues, escalating complex or high-priority problems to the appropriate support groups (Level 3, Manager).
• Resolve Level 1 and Level 2 incidents in line with SLAs and follow up with users to provide status updates.
• Perform account management and system maintenance (e.g., create or modify accounts, reset passwords, update permissions).
• Communicate effectively with users of varying technical backgrounds.
• Follow and improve standard operating procedures (SOPs) using knowledge management practices.
• Collaborate with teams across the organization to ensure seamless support delivery.
• Identify solutions to issues such as server downtime, resets, or reporting, using SQL or other reporting tools.
• Reproduce and document complex issues for escalation to higher-level support.

Additional Information

Here at Applaudo Studios values as trust, communication, respect, excellence and team work are our keys to success. We know we are working with the best and thus treat each other with respect and admiration without asking.

Submit your application today, and don't miss this opportunity to join the Best Digital team in the Region!

We truly appreciate all the hard and outstanding work our team makes every day at Applaudo Studios, and that's why the perks that we offer, are deeply thought and designed as a way to thank them for their commitment and excellence.

Some of our perks and benefits:

• Celebrations
• Special discounts*
• Entertainment area*
• Modern Work Spaces*
• Great work environment
• Private medical insurance*

*Benefits may vary according to your location and/or availability. Request further information when applying.