Technical Support Engineer L1/L2

Role Overview

We are seeking a detail-oriented L2 Technical Support Engineer to bridge the gap between Tier 1 support and Tier 3/Development teams. The ideal candidate will receive escalated tickets, investigate application and infrastructure issues across the full stack (frontend, backend, database, network, and containers), document findings clearly, and either resolve the issue or escalate it with complete, actionable diagnostic information.

Responsibilities

• Receive and triage tickets escalated from Tier 1 support via Jira.
• Navigate Linux servers, using core utilities like grep, tail, and top to diagnose system health.
• Manage Docker containers, including inspecting logs, restarting services, and executing commands.
• Troubleshoot web architecture using Browser DevTools to identify frontend and API-level problems.
• Test and validate REST API endpoints and use curl for backend connectivity testing.
• Manage Nginx/Apache reverse proxy logs and configurations.
• Apply networking knowledge including DNS, IP addressing, and SSL/TLS.
• Write and run basic SQL queries to verify application data.
• Perform log analysis to identify errors and determine root causes across the stack.
• Escalate unresolved issues to Tier 3/Development teams with complete supporting evidence.

Requirements

• 1–6 years of experience in an L1/L2/Tier 2 technical support, application support, or DevOps support role.
• Strong understanding of HTTP/HTTPS fundamentals and request/response cycles.
• Proficiency in Linux command-line navigation and file/process inspection.
• Experience with Docker container lifecycle management.
• Ability to work independently under time pressure during production issues.
• Strong written communication skills for documentation and escalation.

Skills

• Linux
• Docker
• SQL
• Nginx
• Jira