L2 Technical Support Specialist

• 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.
• 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.
• 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.

• 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.

Work-life & support

• Paid maternity/paternity leave + monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, emergency time off.
• Team events (online/offline/offsite).
• Learning culture with internal courses + growth programs.