Job SummaryWe are seeking a motivated and detail-oriented L2 Technical Support Engineer to join our dynamic customer support team. In this role, you will provide advanced technical assistance to customers, resolve complex issues, and collaborate with our development and product teams to deliver exceptional customer satisfaction.
Responsibilities
Act as the primary escalation point for the L1 support team or direct end-users
Manage and resolve customer issues through support cases and channels efficiently
Troubleshoot and resolve advanced technical issues promptly, ensuring minimal disruption
Collaborate with development teams to identify and resolve software defects
Document resolutions, create knowledge base articles, and suggest process improvements to enhance support operations
Monitor and optimize the performance of customer-facing infrastructure hosted on AWS
Reproduce customer issues in staging environments to validate and test fixes
Support customer onboarding by providing technical guidance and ensuring successful product adoption
Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
2+ years of experience in technical support, system administration, or a similar role
Strong understanding of:
Python Flask applications
React-based user interfaces
MySQL databases
Apex, Aura Framework/LWC, HTML, CSS, and JavaScript
Salesforce Admin knowledge
Hands-on experience with AWS services (e.g., EC2, S3, RDS, CloudWatch)
Proficiency in reading logs, querying databases, and working with REST APIs
Strong analytical and problem-solving skills
Excellent verbal and written communication skills with a customer-first mindset
Ability to multitask and prioritize tasks in a fast-paced environment
Flexibility to work in US/APAC/rotational shifts
Preferred Skills
Experience with CRM platforms such as Salesforce, Zoho, or HubSpot
Familiarity with logging and monitoring tools like BetterStack, ELK Stack, or New Relic
Knowledge of CI/CD pipelines and debugging deployment issues
This is an exciting opportunity to work in a fast-paced environment, tackle challenging technical problems, and contribute to delivering a world-class support experience. If you're passionate about customer success and thrive on problem-solving, we’d love to hear from you!
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Internet Publishing
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