We are on the lookout for a seasoned Senior L2 Support Engineer who has built a solid track record in maintaining and supporting web applications. The successful professional will demonstrate advanced debugging capabilities, hands-on familiarity with observability platforms and APIs, plus the autonomy to drive support cases from intake to closure. Strong stakeholder communication, a sense of accountability and enthusiasm for evolving workflows through automation and AI are key to thriving in this position.
Responsibilities
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Track system notifications and react accordingly through platforms like PagerDuty and Uptrends
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Diagnose and remediate web application defects, covering browser-side and API-related failures
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Examine log files, HTTP response codes and browser console data to pinpoint underlying causes
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Own the full lifecycle of support cases, from triage through resolution and customer follow-up
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Execute API checks, validations and permission adjustments through Postman
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Partner with engineering and product groups to escalate and address intricate technical matters
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Sustain transparent, prompt and professional dialogue with end users and stakeholders
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Lead initiatives that enhance support operations, embracing automation and AI integration
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Coach junior team members and promote knowledge sharing across the support function
Requirements
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3+ years of hands-on work in L2 technical support within web application environments
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Deep troubleshooting capability, covering browser developer tools and HTTP status codes (4xx, 5xx)
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Practical exposure to observability and alerting platforms (e.g., PagerDuty, Uptrends)
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Solid command of Postman for API verification, query execution and user administration
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Demonstrated success in owning support tickets through their entire lifecycle
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Outstanding writing and speaking abilities in professional settings
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Sharp analytical reasoning combined with effective problem-solving capacity
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Self-driven attitude paired with the ability to thrive both solo and within team environments
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English proficiency at B2 level or higher
Nice to have
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Hands-on with test automation stacks (Selenium with Java, Jenkins, GitHub, Sauce Labs)
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Foundational to mid-level understanding of AI use cases within support or QA processes
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Working knowledge of database technologies and query languages (SQL, BigQuery) alongside Elasticsearch
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Comfort working with product analytics platforms such as Mixpanel
