Technical Support Engineer L2

We are looking for a Technical Support Engineer who enjoys solving complex challenges and making a real impact on product quality.

You will work with technically challenging cases: analyzing logs, SQL queries, APIs, and services, restoring stability, and improving the user experience.

In this role, you’ll become a key link between clients, the support team, and development: helping first-line support filter requests, identifying root causes of issues, and providing feedback to the product team. Every solution you find will increase the product’s value and contribute to the company’s growth.

Responsibilities

• Handle requests from first-line support and clients, reproduce and clarify issues.
• Analyze incidents, identify root causes, and provide clear context to developers and DevOps.
• Monitor task status and explain situations to clients in simple terms.
• Document solutions and share them with colleagues.
• Provide feedback to the product team based on incoming requests.

• Experience diagnosing IT systems and understanding support processes (prioritization, escalation, SLA).
• Strong skills in working with SQL and logs.
• Understanding of APIs and monitoring.
• Ability to clearly explain problems to colleagues and clients.
• Experience with ticketing systems (Jira, Zendesk, etc.).

Nice to have

• Experience with applied services: databases, analytics systems, programming languages.
• Understanding of microservices architecture.
• Scripting skills for automation.
• Experience working with Web3 (wallets, blockchain services).

• Remote work format
• Product company with modern technologies and challenging tasks.
• Growth opportunities towards development, DevOps, or advanced technical support.
• Knowledge sharing and learning from experienced colleagues.
• A team that values initiative and the drive to make the product better.