L2 Technical Support Engineer

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

📋 Description

• Investigate, diagnose, and resolve intricate production challenges involving IoT device firmware, microservices, and mobile endpoints.

• Perform extensive log investigations utilizing SQL, Splunk, and AWS platforms like Athena to uncover operational irregularities.

• Track daily performance metrics and the overall health of production cloud services and connected devices.

• Oversee L2 requests and incidents from detection through escalation to complete resolution, collaborating with development teams for necessary code changes.

• Develop data-driven recommendations for system performance improvements, bug resolutions, and the automation of operational processes.

• Ensure accurate incident logging, produce qualitative and quantitative analytical reports, and update knowledge base documentation accordingly.

• Examine logs, traces, and operational metrics across device firmware, backend microservices, mobile applications, and streaming protocols.

• Carry out root-cause analyses and assess system impacts independently to reduce the need for development team involvement in routine operational matters.

⛳️ Requirements

• A minimum of 3 years of practical experience in L2 Technical Support or Technical Operations, specifically with complex distributed systems, IoT platforms, or cloud architectures.

• Proven ability to independently conduct root-cause analyses and resolve high-severity production incidents.

• Proficient in log analysis and diagnostic tools such as Splunk and SQL, or similar data-querying software.

• Familiarity with computer architecture, network protocols, IoT device structures, and Linux command-line environments.

• Hands-on experience with Jira in collaboration with cross-functional Engineering, DevOps, and QA teams.

• Strong analytical reasoning and structured problem-solving capabilities.

• Proficient in written and spoken English at an Upper-Intermediate level (B2).

• Preferred: foundational knowledge of Computer Science principles, exposure to AWS services and Tableau, basic Python or Bash scripting, and experience with AI-assisted diagnostic tools.

🏝️ Benefits

• A workplace that promotes equal opportunities, a transparent and value-driven corporate culture, and a personalized approach to each team member.

• Competitive salary and benefits.

• Annual performance evaluations.

• Performance bonuses for individual accomplishments.

• Loyalty bonuses recognizing long-term commitment to the company.

• 21 paid vacation days annually.

• Paid public holidays in accordance with Ukrainian legislation.

• Access to corporate courses, knowledge-sharing hubs, and complimentary English classes.

• Educational leaves available.

• Medical insurance provided from the first day of employment.

• Paid sick leave and medical leave.

• Remote work options are available within Ukraine only.

• Complimentary meals, fruits, and snacks when working on-site.