Support Specialist (L2)

About the Role Join a leading healthcare IT security company helping healthcare organizations streamline compliance, secure critical access, and protect patient data. As a Technical Support Engineer, you will provide end-to-end technical support for enterprise software solutions in complex, networked, and virtualized environments.
Key ResponsibilitiesTechnical Troubleshooting: Diagnose, debug, and resolve complex software, networking, and deployment issues in customer environments.Escalation & Engineering Collaboration: Isolate root causes, identify product flaws, and partner with engineering teams to drive long-term reliability improvements.Incident Management: Manage high-severity, security-sensitive support cases with urgency, clear communication, and precise tracking through to resolution.Customer Advocacy: Communicate complex technical concepts clearly to diverse audiences while advocating for customer needs with empathy and professionalism.Knowledge Sharing: Document solutions, contribute to internal knowledge bases, and continuously build expertise to become a recognized product Subject Matter Expert (SME).
Required QualificationsNetwork & Security Fundamentals: Working knowledge of TCP/IP, DNS, firewalls, ports, and secure remote access protocols (e.g., RDP, SSH).High-Stakes Case Management: Proven ability to prioritize, manage, and resolve critical, time-sensitive security or software incidents.Customer Communication: Fluent verbal and written English skills with a track record of explaining technical details to non-technical users.Operational Availability: Comfort working in a 24/7 operational model, including rotational shifts and after-hours coverage.Analytical Mindset: Strong logical reasoning skills with a proactive approach to troubleshooting and independent problem-solving.
Preferred QualificationsExperience with certificate-based authentication, PKI, or TLS trust chains.Hands-on administration of Windows Server or Linux environments.Knowledge of Active Directory / LDAP in privileged access contexts.Familiarity with cloud infrastructure access across AWS, Azure, or GCP.Fluency in additional European languages (e.g., French).