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.

What You'll Do

• Troubleshoot and resolve complex technical issues escalated from L1 support via email, chat, or ticketing systems
• Reproduce bugs, investigate root causes, and escalate to engineering with clear, detailed reports
• 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 (response time, resolution time, customer satisfaction)
• Provide occasional onboarding or technical guidance to new customers
• Mentor and support L1 engineers on technical troubleshooting

What We're Looking For

• 5+ years of experience in a technical support, application support, or related engineering role
• Strong understanding of web technologies (APIs, databases, networking basics)
• Familiarity with SQL and at least one scripting/programming language (Python, JavaScript, etc.)
• Experience with ticketing/support tools (e.g., Zendesk, Jira, Freshdesk)
• 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, or Azure)
• Familiarity with logging/monitoring tools (Datadog, Grafana, etc.)
• Prior experience in a SaaS or B2B software company

Why Join Us

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