{"id":693,"date":"2025-12-01T17:38:48","date_gmt":"2025-12-01T17:38:48","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=693"},"modified":"2025-12-01T17:38:52","modified_gmt":"2025-12-01T17:38:52","slug":"technical-support-engineer-l2","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-l2\/","title":{"rendered":"Technical Support Engineer L2"},"content":{"rendered":"\n<p>\u200bThis is a full-time, remote <strong>Technical Support Engineer (L2)<\/strong> 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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Fully Remote (Works as an individual contractor).<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> At least <strong>1 year\u2019s experience in 2nd line technical support<\/strong>, preferably in B2B.<\/li>\n\n\n\n<li>\u200b<strong>Shift Requirement:<\/strong> Evening shift (22:00\u201307:00 CET).<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Troubleshooting production issues, analyzing logs (Kibana, SQL, Postman), preparing escalation reports for developers, and improving product documentation.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bWhat You Will Do: Investigation and Resolution<\/h3>\n\n\n\n<p>\u200bThe engineer is responsible for keeping the platform running reliably and ensuring high customer satisfaction during the evening shift.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Technical Support:<\/strong> Handle <strong>2nd line technical inquiries<\/strong> and meet SLAs during the dedicated evening shift (22:00\u201307:00 CET).<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting:<\/strong> Review logs in <strong>Kibana<\/strong> and troubleshoot issues using <strong>SQL and Postman<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Escalation Management:<\/strong> Conduct initial technical investigations and prepare comprehensive <strong>escalation reports for developers<\/strong>. Follow up on escalated issues to ensure resolution.<\/li>\n\n\n\n<li>\u200b<strong>Documentation:<\/strong> Update and improve the product documentation based on real user feedback.<\/li>\n\n\n\n<li>\u200b<strong>Customer Relations:<\/strong> Build trusted customer relationships through clear, regular communication, maintaining a proactive approach until issues are solved.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bRequired Technical Skills and Experience<\/h3>\n\n\n\n<p>\u200bThe role requires confidence in specific debugging tools and a customer-focused mindset.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> At least <strong>1 year\u2019s experience in 2nd line technical support<\/strong>, preferably in B2B.<\/li>\n\n\n\n<li>\u200b<strong>Technical Proficiency:<\/strong> <strong>Confident using Kibana, SQL, and Postman<\/strong> to analyze logs and data.<\/li>\n\n\n\n<li>\u200b<strong>Communication:<\/strong> <strong>Fluent English<\/strong> is required for clear, supportive communication.<\/li>\n\n\n\n<li>\u200b<strong>Mindset:<\/strong> Proactive, patient, and genuinely enjoys helping people, with a focus on stable schedules and making a direct impact.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[734,1098],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[429,3309,3308,3150,3310,2111,81,855,128,3307,167],"class_list":["post-693","jobpost","type-jobpost","status-publish","hentry","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_tag-b2b","jobpost_tag-evening-shift","jobpost_tag-in-app-purchases","jobpost_tag-kibana","jobpost_tag-mobile-apps","jobpost_tag-postman","jobpost_tag-remote","jobpost_tag-saas","jobpost_tag-sql","jobpost_tag-technical-support-engineer-l2","jobpost_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/693","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=693"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=693"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=693"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=693"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=693"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}