Technical Support Engineer II

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

• Address escalated technical issues from Tier I Support, providing in-depth troubleshooting and timely resolution.

• Collaborate with Engineering teams to identify, document, and resolve product or system defects.
• Conduct detailed analysis and research on recurring customer issues to develop long-term solutions and best practices.
• Provide technical guidance and training to Tier I engineers to enhance their troubleshooting and customer support skills.
• Maintain comprehensive records of issues, resolutions, and customer feedback within the support ticketing system.
• Assist in creating and updating technical documentation, FAQs, and internal knowledge base articles.
• Stay current with product updates, system changes, and industry trends to ensure accurate and effective support delivery.

Requirements

• 2–4 years of experience in a technical support or related role, with strong troubleshooting expertise.
• Solid knowledge of networking concepts, operating systems, and hardware/software configurations.
• Proven network support experience and ability to troubleshoot complex technical environments.
• Must have Captive Portal experience and a clear understanding of how it works.
• Must have experience in gateways and authentication systems.
• Strong analytical, communication, and documentation skills.
• Ability to work effectively in a fast-paced, collaborative, and customer-focused environment.

Benefits

• Free one meal a day
• Emergency loan and financial assistance programs
• Free 24-hour snacks and beverages
• Health insurance and health subsidy
• Retirement plan, life insurance, and savings plan
• Team socialization allowance and attendance bonuses
• Year-end performance bonus (company discretion)
• And much more!