L2 (Tech) Support Engineer

Job Summary:

We are seeking two skilled L2 Support Engineers to join our dynamic support team. These engineers will play a critical role in ensuring the smooth operation of our services. They will be responsible for managing support tickets, troubleshooting issues, and providing maintenance communications. The ideal candidates should be proficient in using GraphQL, database queries, and bash scripts to resolve complex customer issues.

Key Responsibilities:

• On-Call Responsibility: Be available to take on-call duties as required to address urgent support issues.
• Support Ticket Management: Own the support ticket queue, ensuring timely triage, investigation, and resolution of issues.
• Issue Resolution: Utilize GraphQL queries, database queries, and bash scripts to resolve customer issues effectively.
• Maintenance Communications: Send out necessary maintenance communications to keep customers informed of ongoing and upcoming activities.
• Team Participation: Actively participate in daily standups, customer-led support meetings, and other relevant team discussions.
• Quality Assurance: Engage in QA activities to ensure the quality and reliability of our products and services.

• Confidential Client Integration Support: Provide specialized support for confidential client integration, leveraging existing documentation and tools like CloudWatch to diagnose and resolve issues.

   

Key Requirements:

• Technical Skills: Basic GraphQL knowledge, database queries, and bash scripting, with the ability to adapt to future REST API implementations.
• Experience: Previous experience in a similar L2 support role, preferably with experience in managing integration issues.
• Communication: Strong communication skills to effectively convey maintenance updates and participate in customer meetings.
• Problem-Solving: Demonstrated ability to troubleshoot complex issues and provide timely resolutions.

• Documentation: Ability to utilize and contribute to support documentation, including helpbooks and knowledge bases.

   

We offer:

- Long-term employment;

- Competitive compensation with regular performance based salary and career development reviews;

- 22 working days of vacation per year;

- 8 paid sick leave working days per year;

- Health insurance programme;

- Flexible working hours;

- Sponsored company educational program, corporate library, Toastmasters club;

- Funny celebrations, team outings and company events;

- Unique and friendly environment where everyone can explore and learn new technologies.