Full-Time L2 Support Engineer – Digital Product Suite

• Technical Support (Tier 2): Investigate, reproduce, and resolve complex technical issues.
• Customer Interaction: Collaborate with customer success managers to provide timely responses to customer issues.
• Data Analysis & Troubleshooting: Query databases and analyze logs to identify trends and troubleshoot product behavior.
• Operational & DevOps Tasks: Assist with configuration changes, monitoring jobs, executing scripts, and performing environment checks.
• Incident & Problem Management: Participate in on-call rotations, triage incidents, document root cause analyses.
• Collaboration & Escalation: Work closely with Product, Engineering, and QA teams to escalate unresolved bugs.

• Bachelors of Science in IT, Computer Science, Engineering or other Science.
• 2+ years of relevant experience.
• Knowledge of technical support, DevOps, or systems engineering roles.
• Understanding of SQL database technology

• Experience with ticketing systems (e.g., Zendesk, Jira)
• Familiarity with cloud infrastructure (e.g., AWS, Azure) and CI/CD tools (e.g., GitHub Actions, Jenkins)
• Experience with APIs, scripting (Python, Bash), or lightweight automation.

• Strong communication skills
• Strong analytical mindset and ability to prioritize issues under pressure.

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