L2 Technical Support Engineer

About the role

As an L2 Support Engineer, you'll be the technical backbone of our customer support function—diagnosing issues, working closely with engineering, and ensuring our customers have a smooth, reliable experience with our product. This role suits someone who enjoys solving problems, communicating clearly, and working across both technical and customer‑facing responsibilities.

Key responsibilities

• Troubleshoot and resolve complex technical issues escalated from L1 support via email, chat, or ticketing systems.
• Reproduce bugs, investigate root causes, and provide detailed reports to engineering.
• Monitor system performance and proactively flag potential issues.
• Write and maintain internal documentation, FAQs, and troubleshooting guides.
• Collaborate with product and engineering teams to improve product reliability and customer experience.
• Track and report on support metrics such as response time, resolution time, and customer satisfaction.
• Provide occasional onboarding or technical guidance to new customers.
• Mentor and support L1 engineers on technical troubleshooting.

Required profile

• 5+ years of experience in technical or application support.
• Strong understanding of web technologies, APIs, databases, and networking basics.
• Excellent written and verbal communication skills.
• Strong analytical and problem‑solving mindset.
• Ability to manage multiple priorities in a fast‑paced environment.
• Nice to have experience with cloud platforms (AWS, GCP, Azure) and logging/monitoring tools (Datadog, Grafana).

Required skills

• APIs
• Databases
• Networking basics
• SQL
• Python
• JavaScript
• Zendesk
• Freshdesk
• Jira
• Datadog
• Grafana
• AWS
• GCP
• Azure

What we offer

• Competitive salary and benefits.
• Collaborative, growth‑oriented team culture.
• Opportunity to work directly with engineering and product teams.