L2 Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Manage intricate support tickets that have been escalated by the L1 Support team and escalate to L3 or L4 when necessary.

• Maintain a comprehensive understanding of support processes, operational workflows, products, and internal protocols.

• Monitor daily ticket volumes, detect operational issues or unusual trends, and report significant concerns.

• Conduct quality control of L1 Support efforts through ticket evaluations and poor rating audits.

• Review and assess support macros, FAQs, automations, and triggers.

• Maintain and enhance Zendesk workflows and internal support operations procedures.

• Assist L1 Support during major incidents, operational disruptions, high-volume times, or Zendesk-related issues.

• Collaborate with Support Operations, QA, Product, and Development teams to investigate, document, and resolve technical challenges.

• Identify recurring customer pain points, operational inefficiencies, and technical challenges, and propose enhancements.

• Contribute to the quality of support, consistency of responses, and operational efficiency as the organization expands.

⛳️ Requirements

• Demonstrated experience in a technical or escalations support role, preferably managing L1-to-L2 escalations.

• Practical experience with Zendesk or a similar helpdesk platform.

• Knowledge of macros, triggers, automations, and workflow configurations.

• Strong troubleshooting and analytical abilities.

• Capability to independently investigate complex and ambiguous issues.

• Experience in reviewing the work of others through ticket audits and quality assessments.

• Ability to provide structured, constructive feedback.

• Excellent written and verbal communication skills.

• Proficient in translating technical issues for both customers and internal teams.

• Calm and organized approach during incidents and high-volume situations.

• Experience working collaboratively with Product, Development, and QA teams is advantageous.

• Resume must be submitted in English.

• Candidates must be located within a ±4 hour range of Central European Time (CET).

🏝️ Benefits

• Remote-first: Work from anywhere you feel the happiest and most productive. No relocation required.

• Flexible hours: We focus on outcomes rather than time spent at a desk.

• Unlimited PTO.

• Budget for learning & development, including courses, books, conferences, and certifications.

• Home office and wellness allowance.

• Small, experienced, and collaborative team.

• Opportunity to develop products used by millions across 160+ countries.