Job Description
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)
- ...