L2 Technical Support Specialist

Why this role exists:

This role exists to own the technical resolution and localization of complex, non-typical core platform incidents before they reach development. You’ll help us maintain platform stability and protect engineering teams by independently troubleshooting microservice communication failures, balance processing issues, and authentication layer anomalies.

What you’ll drive:

Advanced Investigation & Core Operations

• Receive and independently investigate complex, non-standard platform requests related to discrepancies in user states, nested configuration issues, and microservice communication failures.
• Troubleshoot cross-functional incidents occurring at the boundary of core platform systems and adjacent integration modules.
• Independently determine whether a failure stems from a platform software defect, database mismatch, or incorrect complex operator settings.
• Guide and assist Junior L2 and adjacent support lines with advanced platform configuration investigations.

Deep Troubleshooting & Escalation

• Analyze structured logs in management systems (Kibana/OpenSearch), matching cross-system identifiers (Trace IDs, Request IDs, or Session IDs) to trace core platform data passing through microservices.
• Inspect error stacks in tracking tools to precisely localize software or database failures.
• Participate in the technical localization of major platform incidents.
• Generate high-quality, detailed bug reports for L3/QA, providing logs, raw payloads, and business/operational impact summaries.

Delivery, Execution & L3 Shielding

• Monitor SLA compliance for all assigned complex incidents, independently prioritizing platform tasks within the domain.
• Maintain a high level of independent ticket resolution (L2 Resolution Rate), shielding product and engineering teams from incomplete, unverified, or configuration-based escalations.
• Control the reopen rate by providing comprehensive, fully validated technical solutions.

Knowledge Base & Mentorship

• Develop and implement detailed technical runbooks and troubleshooting workflows for Junior L2 and L1 support lines.
• Mentor Junior engineers and conduct technical knowledge-sharing sessions regarding the inner architecture of platform features.

What makes you a GR8 fit:

• 3+ years of experience in technical support (L2), systems analysis, or technical operations of product/B2B SaaS platforms.
• Advanced log management skills: Strong experience with Kibana/OpenSearch, including building custom search filters, aggregating core logs, and tracing transaction/session data chains across microservices.
• API Testing & Debugging: Practical experience with Postman (or similar tools) to validate platform API endpoints, request/response bodies, and authentication headers.
• Technical Error Analysis: Ability to read and interpret technical error stacks (stack traces) in monitoring systems to identify database or code-level failures.
• Core Platform Mechanics: Advanced operational understanding of distributed session tracking, authentication layers (OAuth/JWT), data validation schemas, and database transaction lifecycles.
• Issue Tracking Tools: Strong proficiency in advanced ticketing system features, including queue management, custom filters (JQL in Jira), and dashboard utilization to track team performance.
• SDLC Frameworks: Deep operational understanding of multi-tier escalation workflows, cross-functional incident routing, and SDLC phases to accurately distinguish platform bugs from configuration errors.
• High Level of Autonomy: Proven ability to work without relying on step-by-step runbooks, diagnose complex issues from scratch, implement localized configuration changes, and execute technical data exports independently.
• Language Proficiency: Intermediate+ English (B1–B2) and Fluent Ukrainian or Russian.