The Technical Support Engineer L2 resolves complex technical issues, analyzes incidents, documents solutions, and serves as a communication link between clients and developers.
We are looking for a Technical Support Engineer who enjoys solving complex challenges and making a real impact on product quality.
You will work with technically challenging cases: analyzing logs, SQL queries, APIs, and services, restoring stability, and improving the user experience.
In this role, you’ll become a key link between clients, the support team, and development: helping first-line support filter requests, identifying root causes of issues, and providing feedback to the product team. Every solution you find will increase the product’s value and contribute to the company’s growth.
Responsibilities- Handle requests from first-line support and clients, reproduce and clarify issues.
- Analyze incidents, identify root causes, and provide clear context to developers and DevOps.
- Monitor task status and explain situations to clients in simple terms.
- Document solutions and share them with colleagues.
- Provide feedback to the product team based on incoming requests.
Requirements
- Experience diagnosing IT systems and understanding support processes (prioritization, escalation, SLA).
- Strong skills in working with SQL and logs.
- Understanding of APIs and monitoring.
- Ability to clearly explain problems to colleagues and clients.
- Experience with ticketing systems (Jira, Zendesk, etc.).
- Experience with applied services: databases, analytics systems, programming languages.
- Understanding of microservices architecture.
- Scripting skills for automation.
- Experience working with Web3 (wallets, blockchain services).
Benefits
- Remote work format
- Product company with modern technologies and challenging tasks.
- Growth opportunities towards development, DevOps, or advanced technical support.
- Knowledge sharing and learning from experienced colleagues.
- A team that values initiative and the drive to make the product better.
Top Skills
APIs
JIRA
SQL
Zendesk
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
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- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
