Software Engineer-2nd Level Support

ZEISS in India

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. 

Further information at ZEISS India.

 2nd Level IT Support

The 2nd Level Support Agent provides advanced technical support for ZEISS Vision Care products and services, ensuring timely resolution of complex issues and delivering exceptional customer experience. This role requires strong technical expertise, collaboration across multiple teams, and a proactive approach to continuous improvement.

Key Responsibilities

• Technical Support: Diagnose and resolve complex technical issues related to ZEISS Vision Care platforms (e.g., VISUSTORE, MyZEISS, MyZEISS Vision).
• Incident Management: Analyze incidents and service requests, identify root causes, and implement effective solutions within agreed SLAs.
• Cross-Team Collaboration: Partner with 1st Level Support, engineering teams (CIT, ZDP), and product management to escalate and resolve critical issues.
• Knowledge Management: Document solutions, troubleshooting steps, and best practices to contribute maintaining a knowledge base (WIKI).
• Communication: Provide timely updates to 1st Level Support and stakeholders; ensure transparency on ticket status and resolution progress.
• Customer Feedback: Collect and relay insights to improve product quality, usability, and customer satisfaction.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Experience 2-4 year in technical support or similar role; experience in optical or healthcare industry is a plus.
• Technical Skills: 
  • Strong troubleshooting skills for software and hardware environments.
  • Familiarity with optical products and vision care technologies (advantageous).
  • Hands-on experience with CRM and ITSM tools (Salesforce Case Management, JIRA, ServiceNow).
• Soft Skills: 
  • Excellent problem-solving and analytical abilities.
  • Strong communication and interpersonal skills.
  • Ability to work independently and collaboratively in a global team environment.
• Certifications: Technical support or optical technology certifications are a plus.
• Languages: Proficiency in English; additional languages are desirable.

Working Conditions

• Schedule: Full-time, standard business hours; occasional after-hours support for global operations.
• Location: Hybrid

Additional Benefits

• Work with cutting-edge vision care technologies.
• Collaborate in a global, innovative environment.
• Opportunities for professional growth and skill development.

Your ZEISS Recruiting Team: