Overview

We are looking for a highly motivated L2 Support Engineer to act as the critical bridge between our customer support (L1) team and our engineering organization. This role is ideal for someone who enjoys deep technical troubleshooting, working with production systems, and driving issues to resolution in a fast-paced, mission-critical SaaS environment.

You will investigate complex issues, reproduce bugs, identify root causes, and partner with engineering teams to ensure timely and high-quality resolutions. Where possible, you will also implement smaller fixes independently.

Key Responsibilities

• Triage and prioritize incoming escalations from L1 support via Jira Service Management
• Reproduce issues in beta or local environments
• Perform root cause analysis across application, infrastructure, and data layers
• Debug Python-based services (Django, FastAPI, Flask)
• Investigate database issues in PostgreSQL and document storage databases (Mongo, Dynamo). Opensearch experience would also be a benefit.
• Analyze asynchronous workflows using AWS SQS
• Use logs and observability tools (CloudWatch, Grafana, log stores) to diagnose production issues
• Collaborate with engineering teams to escalate complex issues with clear technical context
• Implement small bug fixes or configuration changes where appropriate
• Participate in on-call rotation for incident response
• Contribute to runbooks, documentation, and internal knowledge bases
• Identify patterns in support issues and propose improvements to reduce recurrence

Required Qualifications

• 2–5+ years of experience in software engineering, technical support, or site reliability
• Strong proficiency in Python. Javascript, Node.js or Typescript experience is an advantage
• Experience with web frameworks such as Django, FastAPI or Flask
• Solid understanding of debugging distributed systems (Serverless, lambda, ECS)
• Experience working with AWS (CloudWatch, SQS, core services)
• Strong SQL skills, preferably with PostgreSQL
• Experience working with logging and monitoring tools (Cloudwatch, Grafana, etc)
• Ability to analyze issues across application, infrastructure, and data layers
• Strong communication skills for working across support and engineering teams
• Commitment to keeping client data private and secure

Nice to Have

• Familiarity with incident management and SLA-driven environments
• Experience in SaaS or high-availability systems
• Prior experience in a support engineering or SRE role
• AWS Secret Manager
• Config Management
• AWS Cognito & IdP Management
• Ability to understand French, Spanish, or Arabic languages.

What Success Looks Like

• Issues are triaged quickly and accurately
• Root causes are identified with minimal escalation cycles
• Engineering receives high-quality, actionable tickets
• Reduction in repeat incidents through proactive analysis
• Strong collaboration between L1, L2, and engineering teams

Why This Role

This is a high-impact role at the center of our product’s reliability. You will gain deep visibility into how our systems operate in production and play a key role in maintaining a high-quality experience for our customers.

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