L2 Technical Support Specialist

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

📋 Description

• Take ownership of the technical resolution and localization for intricate, atypical core platform incidents.

• Independently diagnose microservice communication disruptions, processing balance challenges, and anomalies within the authentication layer.

• Receive and autonomously investigate complex, unconventional platform requests.

• Troubleshoot incidents that span across core platform systems and neighboring integration modules.

• Provide guidance and support to Junior L2 and related support teams during advanced platform configuration inquiries.

• Analyze structured logs, review error stacks, and create high-quality bug reports for L3/QA teams.

• Oversee SLA compliance for assigned complex incidents.

• Create and execute comprehensive technical runbooks, along with mentorship for Junior engineers.

⛳️ Requirements

• A minimum of 3 years of experience in technical support (L2), systems analysis, or the technical operations of product/B2B SaaS platforms.

• Advanced skills in log management: Extensive experience with Kibana/OpenSearch, including the ability to build custom search filters, aggregate core logs, and trace transaction/session data across microservices.

• API Testing & Debugging: Hands-on experience with Postman (or similar tools) to verify platform API endpoints, request/response bodies, and authentication headers.

• Technical Error Analysis: Proficient in reading and interpreting technical error stacks (stack traces) in monitoring systems to identify database or code-level failures.

• Core Platform Mechanics: In-depth operational knowledge of distributed session tracking, authentication layers (OAuth/JWT), data validation schemas, and database transaction lifecycles.

• Issue Tracking Tools: Strong expertise in advanced features of ticketing systems, including queue management, custom filters (JQL in Jira), and dashboard utilization to monitor team performance.

• SDLC Frameworks: Comprehensive understanding of multi-tier escalation workflows, cross-functional incident routing, and SDLC phases to accurately differentiate platform bugs from configuration errors.

• High Level of Autonomy: Demonstrated capability to operate independently without relying on detailed runbooks, diagnose complex issues from the ground up, implement localized configuration adjustments, and perform technical data exports autonomously.

• Language Proficiency: Intermediate+ English (B1–B2) and Fluent Ukrainian or Russian.

🏝️ Benefits

• Paid maternity/paternity leave + monthly childcare allowance.

• 20+ vacation days, unlimited sick leave, and emergency time off.

• Remote-first work environment + tech support + coworking compensation.

• Team events (online/offline/offsite).

• A culture of learning with internal courses + growth programs.