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, L2 is responsible for complex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications. 

As an L2 Support Engineer, you will rotate across defined product “pods”, allowing you to build specialist knowledge while gradually developing full portfolio subject matter expertise. 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 systems applications 

• 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) 

• Perform in-depth troubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems 

• Conduct structured diagnostics to identify probable root causes 

• Validate reproducibility, isolate components, and determine when engineering level engagement is required 

• Utilise logs, telemetry, remote access tools, and technical artefacts to drive high-quality investigations 

• 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-quality outcomes 

• Support Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping uplift first contact resolution capability 

• Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer centric culture 

• 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 when required 

• 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 next action 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 

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

• Provide feedback to Level 1 and training functions regarding observed 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 skill development 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 new product introduction readiness activities 

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

Career Progression 

This role operates within a structured support model: 

Level 1: Customer intake, known issue resolution, service ownership 

Level 2: Deep technical investigation, component level analysis 

Level 3: Advanced product expertise, 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 English communication skills (written and verbal) 

• Strong technical experience with Windows operating systems 

• Minimum of 2 years experience in a technical service desk role 

• Demonstrated analytical and troubleshooting capability 

• Ability to work in a structured, high-volume, process driven support 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, or store systems applications 

• Additional languages 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 learning new technologies and rotating across product domains 

• Professional, clear, and confident communicator 

• Collaborative, team-oriented approach