Level 2 Support Engineer

Barbados /
Product – Support /
/ Remote
Ideagen is one of the largest providers of regulatory and compliance software in the world, and we are growing our footprint in Barbados. We are looking to expand our Product Support team with a Level 2 Support Engineer. This role is vital in delivering functional and technical support to our customers for our wide range of software products and industries. The role will entail gaining knowledge in and across various product lines for Ideagen.
You will ensure the needs of our customers are not only met but exceeded while engaging in a global culture. The Level 2 Support engineer will be a subject matter expert for escalated support issues and will provide a world class experience and be the “go-to” contact for escalated queries from our Level 1 support team.  If you have a passion for technology, great customer service, and a global culture, we want to talk to you!


    • Provide world-class support to our customers via various mediums including tickets, live chats, email, and phone calls
    • Collaborate with the wider global support team to ensure all customer queries are resolved within a timely manner
    • Educate customers on our solutions to achieve their goals 
    • Gain technical knowledge and troubleshooting skills for technologies related to our products through support documentation and learning activities
    • Provide in-depth tier 2 technical support for technologies related to our products 
    • Resolve cases using product knowledge and troubleshooting skills
    • Utilize our customer portal and social media platforms to engage with customers
    • Take ownership of escalated issues and manage progress
    • Identify cases that need to be escalated to the Level 3 Support team

Required Qualifications

    • 2+ years previous work experience within a technical customer support environment
    • Knowledge of Microsoft Windows and the differences between operating systems
    • Basic understanding of computer networks and software
    • Excellent verbal and written communication skills
    • Strong problem-solving skills with the ability to explain complex technical solutions in simplified terms
    • Passion and Enthusiasm to help customers and deliver support
    • Excellent organisational skills and ability manage your own workload, where priorities may change through the day
    • Hunger for knowledge and desire to learn
    • An understanding of relational database management systems (e.g., SQL Server)
    • An understanding of network architecture 

The ideal candidate also has

    • An IT related degree; or equivalent 
    • Experience using Salesforce
Who is Ideagen? If you have ever flown in a plane, been in hospital, or even given blood, there is a good chance we've helped keep you safe. For nearly a quarter of a century, we have been providing software solutions to thousands of customers such as the UK NHS, Virgin, PwC, Emirates, Heineken and even Harvard University. We are not a large faceless corporation, but we are not a fly-by-night dot com company either. With more than 750 employees in multiple locations across the UK, USA, Dubai, Malaysia, and Bulgaria – not including our global Partner Network – we're one of the most exciting and fastest growing software companies in the world.