L2 Technical Support Specialist

Job Summary

To maintain platform stability and protect engineering teams, the full-time L2 Technical Support Specialist will independently troubleshoot complex core platform incidents, manage escalations, and mentor junior support staff in a remote environment.

Key responsibilities

• Independently investigate and resolve complex platform requests related to user states and microservice communication failures
• Analyze logs and error stacks to localize software or database failures, generating detailed bug reports for L3/QA
• Develop technical runbooks and mentor junior engineers, ensuring high levels of independent ticket resolution

Required qualifications

• 3+ years of experience in technical support (L2) or technical operations of B2B SaaS platforms
• Strong experience with log management tools like Kibana/OpenSearch and API testing tools such as Postman
• Ability to read and interpret technical error stacks to identify failures
• Advanced understanding of distributed session tracking and authentication layers
• Proficiency in issue tracking tools and SDLC frameworks, with a high level of autonomy in problem-solving