Technical Support Engineer L2

Technical Support Engineer L2 Parallels Desktop

Would you love to be part of the tech revolution in Mauritius whilst working with leaders in the industry? 

Are you seeking a challenge in a global organization, an opportunity to gain international exposure in a World Leading Software Development Company? 

Join our Parallels Desktop team and be part of a mission to empower individuals and businesses to achieve their best. We’re committed to providing top-notch technical support, helping users maximize productivity and simplify workflows. With extensive experience addressing diverse customer needs, we ensure seamless performance and deliver proactive solutions for Mac users running Windows, Linux, and more. Make a difference by helping our customers unlock the full potential of Parallels Desktop!

The top creative and technical minds could work anywhere. So why are so many of them choosing Parallels? Here are three reasons:

1. This is the moment. It’s an exciting time at Parallels, with strong leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.

1. We want you  to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.

1. It’s your world. We know you have a life. We want to be part of it, but not all of it. At Parallels, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.

Sound good so far? Awesome. Let’s talk more about the Technical Support Engineer role and see if we’re destined to be together.

As a Technical Support Engineer L2, you will: 

• Assume responsibility for customer-reported issues and ensure they are resolved to completion.
• Conduct research, diagnose, troubleshoot, and pinpoint solutions to address customer concerns.
• Adhere to established procedures and workflows to appropriately escalate unresolved issues to the relevant internal teams.
• Deliver timely and precise feedback to customers
• Guarantee the accurate recording and closure of all issues.
• Create precise and timely reports.
• Engagement in meetings involving both internal and external teams.
• Working together with the Engineering, Product, and Quality Assurance teams to expedite the resolution of complex and emerging reported issues.
• Assessment of tickets managed by the Level 2 support team and providing constructive feedback aimed at enhancing skills and expertise.
• Coordinating with key Parallels Desktop Business and Enterprise Customers regarding reported issues and working alongside internal teams to identify resolutions or alternative solutions.
• Developing and upkeeping documentation, including but not restricted to the knowledge base, with the goal of enhancing user experience and offering guidance to both customers and internal teams.
• Assisting the Team Manager in the onboarding and training of new team members.

What YOU bring to the table: 

• +2 years experience as an IT customer service professional or in IT administration Windows Server, Android, iOS, Mac, Virtualization (VMware, Microsoft, Hyper-V)
• BS degree in Information Technology, Computer Science or equivalent is a plus

Why You’ll Love Working with Us:

• Solve issues with a virtualization solution loved across the industry.
• Be part of a supportive team that champions growth, innovation, and teamwork.
• Grow your skills and elevate your career with exciting opportunities.
• Be part of a flexible, dynamic 24/7 shift structure, ideal for those who thrive in fast-paced environments.

What are you waiting for? Apply now! We can’t wait to meet you. 

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) 

US:

• Parallels is an award-winning productivity solution that helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud. 
• We have millions of users and decades of innovation under our belts. 
• We offer a fully remote, work-from-anywhere workspace – and we mean it. There is no pressure to work in an office whatsoever. 
• Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work. 
• Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in. 

What are you waiting for? Apply now! We can’t wait to meet you. 

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) 

About Parallels

Parallels is a top VDI/EUC product helping businesses since 1999. Whether it’s desktop or cloud, on-prem or hybrid, Parallels has a solution to help your company optimize the speed and security of your work environment at an affordable price.

It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.    

Parallels is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.  

As part of our evaluation process, we utilize an AI tool to assess candidates.