Level 2 Support Engineer

Job Summary

As a full-time Level 2 Support Engineer working remotely, the successful candidate will manage complex customer issues, perform deep technical investigations, and collaborate with cross-functional teams to enhance support processes and tooling.

Key responsibilities

• Act as the escalation point for complex customer issues, identifying mitigation strategies and safe fixes
• Reproduce issues and analyze contributing factors across code, configuration, and data
• Produce clear incident summaries and root cause documentation for engineering handoff

Required qualifications

• Experience in Level 2 technical support or technical support engineering
• Proficiency in reading and modifying production code in JavaScript and Ruby
• Strong SQL skills for investigation and data validation using Postgres
• Ability to collaborate with cross-functional teams, including AI development and Engineering
• Exceptional organizational skills to track multiple escalations and ensure resolution