Technical Support Engineer II

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency. As a Tier 2 Technical Support Engineer , you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You're the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose fast, communicate clearly, and close cases right. This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day. What a day in life of looks like: Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments. Write and review SQL queries to validate data integrity; analyse execution plans and map workflows to underlying data structures. Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic. Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed. Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation. Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues. Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations. What you bring to the team: A degree in Computer Science, MIS, or similar or equivalent hands-on experience with 3+ years supporting enterprise applications in live environments. Solid Microsoft SQL experience, including writing queries, analysing data, and helping improve database performance. Comfortable troubleshooting issues on Windows Server and working across applications, databases, and infrastructure to find solutions. Familiarity with system integrations such as APIs, file transfers, and end‑to‑end system workflows. Experience in operational or support environments , including exposure to ITIL processes, service management tools (like ServiceNow), monitoring tools, and cloud or hosted platforms. Strong English communication skills (written and spoken), able to explain technical issues clearly, work independently, and collaborate effectively with cross‑functional teams. Please submit resumes in English. Strong English speaking and writing communication skills are required. Why join us? At Keystone AI , we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better. We believe the future is better when supply chains work better. We are an equal-opportunity employer and committed to inclusion in the workplace. At Keystone AI , we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you requireassistance or accommodation due to a disability during the recruiting process, please let us know at [email protected] Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site. Originally posted on Himalayas