L2 Support Engineer

Foxitsoftware

Skopje Hybrid permanent

Posted: February 5, 2026

Job Description

Job Title: Level 2 Technical Support Engineer (L2 Support Engineer)
Company: Foxit
Employment Type: Full-time

About the Role
Foxit is seeking a Level 2 Technical Support Engineer to troubleshoot and resolve more complex customer issues across our software products. This role is ideal for someone who combines strong technical problem-solving with a customer-first communication style, and who can manage multiple cases while maintaining quality, speed, and clear updates.
As an L2 Support Engineer, you will handle escalated cases, guide customers through resolution steps, contribute documentation, and support the rollout of new applications and updates.

Key Responsibilities
You will be responsible for:
Troubleshooting technical issues and resolving escalated customer cases
Diagnosing and repairing faults using structured, systematic investigation
Installing and configuring software in customer environments
Speaking with customers to quickly identify root cause and define next steps
Providing timely, accurate updates and setting clear expectations throughout the case
Walking customers through resolution actions step-by-step (written and verbal)
Following up to confirm resolution and ensure customer confidence
Supporting rollouts of new applications, features, or product updates
Creating and maintaining procedural documentation and support guidance
Managing multiple active cases simultaneously while prioritizing effectively
Testing and evaluating new technologies and product changes to improve support outcomes

Required Technical Skills (Core Competencies)
Proficiency across common operating systems: Windows, macOS, and Linux
Ability to identify and resolve technical issues using a clear troubleshooting methodology
Experience providing remote assistance to end users and enterprise customers
Familiarity with remote desktop/support tools
Strong working knowledge of ticketing systems for tracking, documenting, and resolving issues
Ability to prioritize workload and manage multiple support tickets/cases concurrently

Behavioral Competencies (How success is achieved)
Customer Focus
Demonstrates a consistent commitment to understanding customer needs
Remains calm, patient, and solutions-oriented under pressure
Communicates clearly and professionally in both written and verbal formats
Translates technical concepts into simple, actionable steps for non-technical users
Conflict Resolution & Continuous Learning
Handles difficult interactions diplomatically and effectively
Resolves conflict constructively with customers and internal stakeholders
Demonstrates ongoing learning and professional development
Stays current on new technologies and industry best practices
Adaptability & Collaboration
Adapts quickly to evolving tools, processes, priorities, and product changes
Shows flexibility across varied tasks and problem types
Works well cross-functionally and supports team success
Shares knowledge, documentation, and best practices to help others improve

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