Support Engineer

Support Engineer

Position Summary: We are looking for a skilled L2 Support Engineer to maintain, troubleshoot, and enhance our support systems and platforms. This role involves close collaboration with cross-functional teams to ensure operational continuity, rapid issue resolution, and ongoing improvement of our technical support environment. The ideal candidate will have a strong technical foundation, practical problem-solving abilities, and a commitment to delivering reliable, high-quality solutions.

Schedule: This role follows a 4-day workweek (10 hours per day) to support continuous coverage and operational efficiency.

Key Responsibilities:

• Provide technical support and resolve issues for production systems and applications.
• Collaborate with product management, operations, and development teams to analyze problems, identify root causes, and implement long-term solutions.
• Contribute to the design, development, and maintenance of scalable support tools and platforms using ReactJS, React Native, Java, and AWS.
• Ensure adherence to coding and operational best practices to maintain high standards of quality and reliability.
• Participate in agile development processes including sprint planning and daily stand-ups.
• Monitor system performance, identify bottlenecks, and recommend optimizations.
• Document troubleshooting procedures, known issues, and resolutions to improve team efficiency and knowledge sharing.
• Stay informed about industry trends and emerging technologies to enhance the support ecosystem.

Mandatory Skills:

• Strong proficiency in ReactJS, React Native, Java, and AWS.
• Solid understanding of software development and support methodologies.
• Hands-on experience with Datadog, Dynatrace, or similar monitoring tools.
• Excellent analytical and troubleshooting skills for resolving complex technical issues.
• Strong communication and collaboration skills for working across multiple teams.

Preferred Skills:

• Familiarity with third-party integrations such as Braze, Amplitude, Uberall, Olo, mParticle, FreedomPay, etc.
• Experience with agile methodologies such as Scrum or Kanban.
• Exposure to CI/CD pipelines and automated testing frameworks.
• Prior experience in support engineering or customer-facing technical roles.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• Minimum of 3 years of experience in a software support or development environment.
• Proven ability to deliver high-quality technical solutions under tight timelines.
• Strong organizational skills and attention to detail.