Level 2 Support Engineer

About Jobgether

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a Level 2 Support Engineer in the United States.

As a Level 2 Support Engineer, you will be responsible for providing advanced technical support to the Support Team and Customer Success Managers (CSMs), helping resolve complex product issues. You will collaborate closely with the engineering team to escalate product issues, such as bugs, and leverage your expertise in log management, cloud infrastructure, and database querying to ensure quick resolution. By utilizing tools like Splunk, Datadog, and Jira, you will contribute to maintaining the operational excellence of the platform while ensuring a seamless customer experience. You will also be expected to document technical findings to improve internal knowledge sharing.

Accountabilities:

• Work with Support and CSM teams to diagnose and resolve escalated technical issues that affect customers' experience.
• Use log management tools (e.g., Splunk, ELK) to perform root cause analysis and address product issues effectively.
• Troubleshoot and monitor cloud infrastructure (e.g., AWS, Azure, GCP) to ensure system stability and performance.
• Manage issue tracking and triaging processes within platforms like GitHub and Jira, ensuring timely escalation and resolution.
• Collaborate with engineering teams to facilitate seamless communication and the resolution of complex issues.
• Document technical resolutions and processes to improve internal knowledge and help optimize workflows.

Requirements

• A minimum of 2 years of experience in a technical support or engineering role, ideally within a SaaS environment.
• Proficiency in log analysis, database management, and cloud technologies (e.g., AWS, Azure, GCP).
• Experience using monitoring tools like Datadog, New Relic, and troubleshooting in cloud-based systems.
• Familiarity with issue tracking and triaging using platforms such as GitHub or Jira.
• Strong problem-solving abilities along with excellent written and verbal communication skills.
• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.

Benefits

• Competitive salary ($85,000 - $110,000 per year).
• Fully remote and flexible work environment, with occasional in-person meetups.
• Comprehensive medical and dental benefits.
• Unlimited Paid Time Off (PTO), with an emphasis on taking time to relax and recharge.
• Paid parental leave to support family growth.
• Company equity managed through Carta.
• 401K with match and 100% vesting upon hire.
• Free estate planning as a unique benefit.

Jobgether hiring process disclaimer

This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and LinkedIn profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days.
If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

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Qualification

Bachelor's Degree