at Capgemini
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**Junior Technical Support (Tier 2) Engineer** at Capgemini Engineering. Resolve complex escalations, ensuring seamless system integrations for retail stores. Key responsibilities include: managing high-severity incidents, collaborating with cross-functional teams for long-term solutions, and mentoring junior engineers. Requirements: 1+ year in technical support or SRE, hands-on experience with ServiceNow, cloud environments, and debugging. Strong analytical skills and proficiency in Microsoft 365 or Google Workspace tools.
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Full Job Description
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the worlds most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
Job Description
Your Role
As a Tier 2 Support Engineer, you will be a critical escalation point for resolving complex technical issues, driving root cause analysis, and ensuring seamless system integrations for retail store users across the business. You will work closely with Engineering and Product teams to deliver long-term, meaningful solutions in a fast-paced and dynamic environment.
In this role you will play a key role in:
- Handling escalated cases from Tier 1 support, diagnosing and resolving complex technical issues across multiple systems and integrations, including enterprise platforms such as ServiceNow
- Owning and managing high-severity incidents, ensuring timely response and clear communication in line with Premium Support SLAs
- Collaborating with Product and Engineering teams to drive bug fixes, root cause analysis, and long-term service improvements
- Identifying opportunities to enhance diagnostic capabilities, increase automation coverage, and optimize support processes through telemetry insights
- Mentoring Tier 1 engineers and contributing to training initiatives, ensuring team readiness for new features and evolving technical demands
Your Profile
We are looking for a curious, analytical, and driven professional who thrives in complex technical environments and enjoys solving challenging problems across interconnected systems.
- Experience in technical support, Site Reliability Engineering (SRE), or backend/system-level troubleshooting, with at least 1 year in a relevant role
- Hands-on experience working with enterprise integration or ticketing platforms such as ServiceNow, along with exposure to cloud-based environments and debugging practices
- Strong analytical and problem-solving skills, with the ability to navigate ambiguous, complex issues effectively and communicate solutions clearly
- Proficiency with Microsoft 365 or Google Workspace tools, with familiarity in platforms such as Jira, Splunk, Salesforce, or workflow automation tools being a plus
What you'll love about working here
Free access to learning platforms Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.
Career acceleration programs From associate to leaders and beyond, get support in your career at every stage with award-winning programs such as our leadership development program, Connected Manager, to accelerate your growth and develop your expertise.
Hybrid working We encourage flexibility when it comes to when and where work gets done. At Capgemini, you'll work with your manager to find an arrangement that works best for your role including our Bogotá model of just 2 Mondays per month in the office, giving you the freedom to perform at your best.
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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
