Technical Support Engineer (Level 2)

Quick Facts

• Role: Level 2 Technical Support Engineer

• Focus: Customer technical support, triage, investigation, and escalation

• Work style: Hybrid with shift work

Description

You will serve as a front-line technical partner for customers, handling and owning technical issues end-to-end. The role emphasizes deep investigation across APIs, SQL/data, integrations, and application behavior—reproducing issues when possible and documenting clear evidence. You will escalate to Engineering with high-quality context and, over time, contribute to safe fixes and configuration updates using AI-assisted tooling.

Responsibilities

• Act as the primary technical support contact for customer-reported issues

• Triage incoming issues by severity, impact, and scope

• Investigate using logs, monitoring tools, API requests, and SQL queries

• Reproduce issues and document steps, conditions, and outcomes

• Use AI-assisted tools to understand unfamiliar code paths, APIs, and system behavior

• Use AI tools to analyze logs, error traces, and reproduction steps to find root cause faster

• Contribute to bug fixes, config updates, and other safe improvements with AI-assisted coding and validation

• Escalate to Engineering with repro steps, evidence, suspected cause, and suggested next actions

• Communicate technical findings clearly to internal teams and customers when appropriate

• Maintain and improve support documentation, KB articles, runbooks, and SOPs

• Identify recurring issues and trends; suggest improvements to tooling, logging, alerts, or documentation

Requirements

• 2–4 years of experience in technical support, product support, software development, or a customer-facing technical role

• Strong troubleshooting skills and comfort handling ambiguous problems independently

• Comfort using AI-assisted tools for investigation speed and accuracy

• Ability to read and understand code (JavaScript/TypeScript preferred)

• Hands-on debugging of REST APIs (requests, responses, auth, payloads, status codes)

• Working knowledge of SQL for investigation and validation

• Experience owning support tickets from intake through resolution

• Strong written and verbal communication, including for non-technical audiences

• Ability to collaborate with Engineering and Product during escalations

• Advanced English & Polish (B2+) written and spoken

Benefits

• Career growth and professional development opportunities

• Collaborative culture with engineers and industry experts

• Flexibility: flexible hybrid work style and flexible employment types

• Competitive compensation and benefits package