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T2 Technical Support Engineer - Publisher

Taboola

Taboola

IT, Customer Service
Gurugram, Haryana, India
Posted on Tuesday, January 16, 2024

What is Taboola?

Taboola is one of the fastest-growing global tech companies. We engage over 300M online users every month, and deliver more than 5B content recommendations every single day. We are a global company and have offices in NY, London, Tel Aviv, Los angeles, New Delhi and Bangkok.

What is the biggest challenge of being a L2 Support Engineer?

2nd level engineers are skilled and technically competent members of Taboola Global Technical Support Team. They provide system and application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.

The position requires troubleshooting complex web and backend technology issues and excellent communication skills. The Support Engineer works closely with various teams within the company, including 3rd level, Professional Services teams and the various business units.

What are some of the things you do on a day-to-day basis?

  • Perform in-depth troubleshooting including DB analysis and reading system logs to identify and solve complex support issues that were escalated by 1st level support
  • Manage assigned cases to meet service agreement levels
  • Ongoing support and working closely with the business teams throughout the company

What are the skills a good L2 Support Engineer needs to have?

  • Proven experience with internet technologies including: HTML, CSS, Javascript and SQL
  • Troubleshooting experience
  • Ability to understand flows and provide creative technical solutions
  • Fluent English and excellent customer facing and communication skills (verbal and written)
  • Ability to comply with tight deadlines
  • Multi-tasking, self-learning, highly motivated and a team player

Preferred experience:

  • Experience in a technical support position
  • Experience in a multinational organization
  • Publishing industry background