L2 Support Engineer

🔹 You don’t just close tickets — you keep the service stable when every minute matters.
🔹 You don’t just read logs — you find the reason, context, and next step behind them.
🔹 If an incident is not chaos for you, but a case that can be structured and solved, we should talk.

Softsich is a young and ambitious international product tech company that develops scalable B2B digital platforms. We’re looking for an L2 Support Engineer who’s ready to grow with us and support a high-load online B2B product used by international partners.

I

n this role, you’ll work at the intersection of support, incident management, DevOps, and product operations: investigating technical issues, analyzing incidents, communicating with stakeholders, and helping the team find clear solutions even when the information is incomplete or scattered.

Your key responsibilities will include:

— Handling escalations from L1 Support and performing deeper technical troubleshooting.
— Diagnosing and resolving incidents related to SaaS applications, online platforms, and infrastructure components.
— Managing the full ticket lifecycle in Jira Service Management: logging, prioritization, status updates, SLA tracking, and closure.
— Analyzing logs, alerts, service statuses, and incident data to identify root causes.
— Preparing incident updates, short RCA reports, and clear summaries for technical and non-technical stakeholders.
— Escalating complex technical cases to Development, DevOps, or Security teams with well-structured context.
— Working with monitoring tools to identify anomalies and potential issues before they affect users.
— Maintaining and improving the knowledge base: troubleshooting guides, FAQs, and internal documentation.
— Contributing to improvements in support processes, incident flow, and communication quality.

It’s a match if you have:

— 2+ years of experience in IT Support, Service Desk, Technical Support, L1/L2, or incident management roles.
— Experience with SaaS applications, cloud technologies, and IT infrastructure.
— Hands-on experience with ticketing systems, especially Jira Service Management or similar tools.
— Understanding of web technologies: HTTP, REST APIs, JSON, and browser debugging tools.
— Experience with incident handling, prioritization, escalation, and root cause analysis.
— Basic understanding of monitoring/logging tools and ability to analyze alerts or logs.
— Upper-Intermediate English for written and spoken technical communication.
— Strong communication skills, attention to detail, analytical thinking, ownership, and ability to stay calm under pressure.
Nice to have:
— Experience with high-load B2B digital platforms or regulated online products.
— Familiarity with Grafana, Kibana, Datadog, AWS, Azure, or GCP.
— Experience working in an on-call or 24/7 support model.
— IT certifications such as ITIL, CompTIA, Microsoft, AWS, or similar.

What we offer:

— Flexible schedule and remote format or offices in Warsaw/Kyiv — you choose.
— 24 paid vacation days, sick leaves, and health insurance for UA-based specialists; other locations are in progress.
— A supportive, friendly team where knowledge-sharing is part of the culture.
— Coverage for professional events and learning.
— Birthday greetings, team buildings, and warm human connection beyond work.
— Zero joules of energy to the aggressor state, its affiliated businesses, or partners.
— A support environment where speed, ownership, teamwork, and clear communication really matter.

We’re looking for someone who sees more than a ticket: context, risk, impact, and solution.
If this sounds like you, send over your CV — we’d love to get to know you better.