Mid TechOps Engineer (L2 Support)

This position requires flexibility to work in a two-shift rotation. Shifts rotate on a bi-weekly basis (every two weeks):

• Morning shift: 10:00 – 19:00 Kyiv time
• Late shift: 14:00 – 23:00 Kyiv time

The Opportunity 

We are looking for a sharp, technically versatile TechOps Engineer to join our operations team and anchor our second shift coverage window. In this role, you will serve as the primary technical point of contact for complex issues during your shift - combining hands-on MS SQL Server expertise with broad L2 troubleshooting skills across our integrated SaaS platform. 

This is a high-autonomy role: you will own the quality and speed of technical resolution during your shift, build documentation that improves the whole team's efficiency, and grow quickly alongside a skilled international engineering team. 

What You'll Do 

• Serve as the primary L2 technical support for your shift window - diagnosing and resolving complex application and database issues end-to-end 
• Manage carrier promotions across their full lifecycle: preparation, testing, communication, and validation 
• Perform database-level service configuration and maintenance tasks 
• Run UAT for new platform features ahead of production releases 
• Troubleshoot multi-integration issues spanning third-party APIs, payment processors, and carrier systems 
• Create and maintain clear, complete documentation in Confluence and Jira for every service inquiry 
• Monitor platform and database health proactively during your shift and escalate per runbook as needed 
• Contribute to improving team processes, runbooks, and knowledge base quality over time 

What We're Looking For 

Database Skills (Core Requirement) 

• 3+ years of hands-on MS SQL Server experience (2012 or higher) in a production environment 
• Practical knowledge of SQL Server high availability: Always On Availability Groups, Failover Clustering, and database mirroring 
• Strong SQL writing skills - CRUD operations, complex queries, stored procedures, and index management 
• Ability to troubleshoot query performance using execution plans, wait stats, blocking, and deadlock analysis 
• Experience managing DB maintenance tasks: backups, integrity checks, indexing, and consistency checks 
• Good understanding of SQL Server backup / restore workflows and disaster recovery fundamentals 

Technical Operations & L2 Support 

• Fluent written and spoken English - required 
• Proficiency with Jira: writing technically precise, well-structured tickets 
• Experience contributing to a Confluence knowledge base in clear, readable language 
• Good understanding of log management and monitoring platforms (GrayLog, Elastic, or similar) 
• Ability to build and maintain operational dashboards in GrayLog or Elastic 
• Working knowledge of REST APIs - Postman, Swagger - for integration diagnostics 
• Experience troubleshooting complex applications with multiple third-party integrations 

Nice to Have 

• Experience with payment processors or payments integrations 
• Prior L2 or L3 support background in a SaaS environment 
• Experience building complex SQL or Power BI reports from a Data Warehouse 
• UAT experience in product release cycles 
• Familiarity with Zabbix, Spotlight, or Idera Diagnostic Manager 
• Windows Server 2012/2016 administration experience 
• Knowledge of MS SQL Server Always On configuration 

Soft Skills 

• Logical and analytical approach to diagnosing unknown problems 
• Clear, concise written communication - especially under pressure 
• Active listening and effective conflict resolution with end users 
• Empathy and positivity that holds up across a full shift 
• Strong self-management: disciplined, reliable, and ownership-oriented 
• Comfortable working flexible hours and non-standard shift schedules 

Why Join Us 

• Own impactful work from day one - real products, real users, real scale 
• Flat structure, minimal bureaucracy, and strong engineering culture 
• Continuous learning: free English courses with native speakers, tech conferences, and internal knowledge sharing 
• Referral program, paid vacation, sick leave, and health insurance 
• Competitive compensation benchmarked to your local market 
• Friendly team atmosphere with regular corporate events