​This is a full-time, remote Technical Support Engineer (L2) role at Adapty, a rapidly growing, AI-first mobile SaaS company specializing in managing in-app purchases and paywalls. This position focuses on handling 2nd line technical inquiries and solving complex production issues with a proactive, hands-on approach. A key requirement is covering the evening shift and utilizing strong technical investigation skills using specialized tools.

• ​Location: Fully Remote (Works as an individual contractor).
• ​Experience: At least 1 year’s experience in 2nd line technical support, preferably in B2B.
• ​Shift Requirement: Evening shift (22:00–07:00 CET).
• ​Focus: Troubleshooting production issues, analyzing logs (Kibana, SQL, Postman), preparing escalation reports for developers, and improving product documentation.

​What You Will Do: Investigation and Resolution

​The engineer is responsible for keeping the platform running reliably and ensuring high customer satisfaction during the evening shift.

• ​Technical Support: Handle 2nd line technical inquiries and meet SLAs during the dedicated evening shift (22:00–07:00 CET).
• ​Troubleshooting: Review logs in Kibana and troubleshoot issues using SQL and Postman.
• ​Escalation Management: Conduct initial technical investigations and prepare comprehensive escalation reports for developers. Follow up on escalated issues to ensure resolution.
• ​Documentation: Update and improve the product documentation based on real user feedback.
• ​Customer Relations: Build trusted customer relationships through clear, regular communication, maintaining a proactive approach until issues are solved.

​Required Technical Skills and Experience

​The role requires confidence in specific debugging tools and a customer-focused mindset.

• ​Experience: At least 1 year’s experience in 2nd line technical support, preferably in B2B.
• ​Technical Proficiency: Confident using Kibana, SQL, and Postman to analyze logs and data.
• ​Communication: Fluent English is required for clear, supportive communication.
• ​Mindset: Proactive, patient, and genuinely enjoys helping people, with a focus on stable schedules and making a direct impact.