Technical Support Engineer (L2/L3)

Job Description

What Makes You a Great Fit

• 5+ years of experience in Tier 2 or Tier 3 Technical Support for Cloud SaaS products.
• Experience working directly with enterprise customers (B2B) in a customer-facing technical support role.
• Hands-on experience troubleshooting REST APIs, SaaS platforms, and debugging distributed systems. Must.
• Experience working with public cloud platforms (AWS, Azure, and/or GCP).
• Experience writing scripts in Bash and/or Python.
• High level of spoken and written English. Must.
• Experience using or integrating AI in daily workflows. Must.
• Excellent troubleshooting, analytical, and diagnostic skills.
• Excellent communication skills with the ability to explain technical concepts clearly.
• A hands-on, process-oriented multitasker who thrives in a fast-paced environment.
• Fast learner who is passionate about adopting new technologies, including AI.
• Team player with a continuous learning mindset and a desire to help others grow.
  

Would Be a Plus

• Working knowledge of Linux environments.
• Experience with Salesforce, Atlassian (Jira/Confluence), Kubernetes, Elasticsearch, Git, and related technologies.
• Experience with monitoring and observability platforms such as Kibana, Grafana, Prometheus, or similar tools.
• Experience working with and troubleshooting integrations (e.g., third-party APIs, webhooks).
  

Your Day-to-day In This Position

• Troubleshoot and resolve complex technical issues across distributed Cloud SaaS systems using a wide range of diagnostic tools (including AI) and methodologies.
• Lead technical investigations and drive issues to resolution while maintaining a high standard of customer communication.
• Collaborate directly with external customers, responding to support tickets and escalations within SLA, including leading live troubleshooting sessions.
• Build, maintain, and share technical knowledge to improve support capabilities and operational excellence.
• Work closely with Engineering, Product, Cyber, and other cross-functional teams to identify root causes and drive product improvements.
• Contribute to the continuous improvement of support processes, documentation, and automation.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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