Level 2 Support Engineer

Position: Level 2 Support Engineer

Organisation:Retail Applications

Role Overview

The Level 2 Support Engineer provides advanced technical support and deeper investigative capability within the Retail Applications support organisation. Operating within a multitier model, L2is responsible forcomplex troubleshooting,root causeidentification, and technical validation across hardware, software, payment services, cloud solutions, andstore systemapplications.

As anL2 Support Engineer, you willrotate across defined product “pods”,allowingyouto build specialist knowledge while gradually developingfull portfoliosubject matterexpertise. This structured rotation mirrors the L1 operating model and supports deep technical fluency across(although not limited to):

• Retail devices and peripherals

• Payment, cloud, and web services

• Store systemsapplications

• Windows and Linux operating systems

This role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues.

Key Responsibilities

Advanced Technical Support (Level 2)

• Performin-depthtroubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems

• Conduct structured diagnostics toidentifyprobable root causes

• Validate reproducibility, isolate components, anddeterminewhen engineeringlevel engagement isrequired

• Utilise logs, telemetry,remote accesstools, and technical artefacts to drivehigh-qualityinvestigations

• Provide temporary workarounds where permanent fixes require engineering action

Service Ownership & Collaboration

• Retain accountability for escalated cases through to resolution or formal handover to Level 3

• Provide clear, proactive communication to customers and internal partners throughout the investigation cycle

• Partner closely with Level 3, Engineering, DevOps, and Product teams to ensure efficient,high-qualityoutcomes

• Support Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping upliftfirst contactresolution capability

• Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect ourcustomer centricculture

• Contribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experience

• This may include assisting with triage, rapid validation, and targeted L1 handling whenrequired

• Support is structured, collaborative, and delivered in alignment with our customer-first operating model

Escalation Management

• Escalate incidents only after full Level 2 investigation and in adherence with documented escalation paths

• Provide Level 3 with clear diagnostic summaries, reproduction steps, logs, and nextaction recommendations

• Validate solutions delivered by upstream teams before confirming closure with the customer

Documentation & Knowledge Development

• Produce detailed investigation notes, troubleshooting flows, and technical documentation

• Create and refine knowledge articles to strengthen organisational capability and reduce repeat incidents

• Identifyrecurring issues, patterns, or systemic trends and contribute to Problem Management processes

• Provide feedback to Level 1 and training functionsregardingobserved knowledge or skill gaps

Continuous Improvement & Development

• Participate in coaching, feedback, and development activities to continuously improve service quality

• Participate in structured cross-training and skilldevelopment programs aligned to pod rotation

• Support initiatives focused on improving diagnostic tooling, automation, workflow efficiency, and customer experience

• Contribute to special projects, beta programs, and newproductintroduction readiness activities

• Mentor less experienced colleagues in Level 1, enhancing overall organisational capability

Career Progression

This roleoperateswithin a structured support model:

Level 1:Customer intake,known issueresolution, service ownership

Level 2:Deep technical investigation,componentlevelanalysis

Level 3:Advanced productexpertise, complex RCA, and defect resolution

There are clear opportunities for progression as technical capability and service maturity develop.
In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.

Skills & Experience

Required

• High School diploma or equivalent

• Advanced Englishcommunication skills (written and verbal)

• Strong technical experience with Windows operating systems

• Minimum of 2yearsexperiencein a technical service desk role

• Demonstrated analytical and troubleshooting capability

• Ability to work in a structured,high-volume,process drivensupport environment

• Strong organisation, discipline, and attention to detail

Desirable

• Experience with Linux environments

• Prior Level 2 or advanced service desk experience

• Exposure to payment systems, cloud services, retail hardware, orstore systemsapplications

• Additionallanguages advantage

Core Competencies

• Strong customer focus with high ownership and urgency

• Advanced analytical and investigative skills

• Ability to interpret diagnostic data, logs, and system outputs

• Comfortable learningnew technologiesand rotating across product domains

• Professional, clear, and confident communicator

• Collaborative,team-orientedapproach