L2 Technical Support Specialist

Quick Facts

• Role: L2 Technical Support Specialist (Technical Support)

• Focus: Rich Business Messaging (RBM) ecosystem support and integration troubleshooting

Description

You will serve as the technical bridge between external partner developers and core L3 engineering teams. In this role, you’ll perform deep triage and investigation of high-volume system logs, troubleshoot REST API integrations, and translate root causes into clear business updates.

Responsibilities

• Investigate, debug, and resolve high-tier technical and integration queries, aiming to resolve ~90% without L3 escalation

• Summarize complex diagnostics and log findings into clear, business-friendly emails for partners and developer teams

• Own issues end-to-end: triage, reproduce bugs on physical Android/iOS devices, and drive to resolution or escalation

• Manage high-priority incidents (P0/P1) within strict SLAs and provide real-time support during peak traffic and messaging campaigns

• Evolve over 9–12 months to read/trace and implement simple Java code fixes or scripting to reduce L3 dependencies

Requirements

• 2+ years of commercial experience in L2/L3 Technical Support, Developer Support, or Systems Analysis

• Deep understanding of REST APIs and JSON structures; hands-on Postman experience

• Proven ability to search, interpret, and trace message journeys across high-volume system logs

• Ability to read and trace source code with comfort navigating Java/JSON environments

• Exceptional written and spoken English communication; translate technical failures into business updates

• Analytical mindset focused on asking the right questions and uncovering root causes

Would be a plus

• Mobile ecosystem experience (Android/iOS or mobile messaging frameworks)

• Basic coding skills (Java development and ability to implement simple fixes)

• Experience reproducing issues on physical mobile hardware

• Experience providing on-call or real-time support during high-concurrency events

Benefits

• Opportunity to work on bleeding-edge projects

• Work with a motivated, dedicated team

• Competitive salary

• Flexible schedule

• Benefits package (medical insurance, sports)

• Corporate social events

• Professional development opportunities

• Well-equipped office