Technical Support Agent (L2)

About the role

Influx is looking for a dedicated Level‑2 Technical Support Agent to provide advanced troubleshooting and system analysis for its global client base. You will act as a bridge between customers and internal engineering, QA, infrastructure and product teams, ensuring issues are resolved quickly and knowledge is shared across the organization.

Key responsibilities

• Execute pre‑approved fix procedures, including service restarts, merge request handling, storage management and capacity adjustments.
• Investigate complex logs and use Python scripting to diagnose backend failures and identify root causes or work‑arounds.
• Operate within GitLab and Kubernetes environments to apply controlled configuration changes while respecting reversible and non‑reversible actions.
• Collaborate with Engineering, QA, Infrastructure and Product teams to confirm defects and provide detailed technical evidence.
• Communicate technical concepts to clients, manage expectations and deliver clear, empathetic solutions.
• Manage tickets and incidents using modern ticketing tools, following Incident, Change and Problem Management frameworks.
• Document investigations, root causes, work‑arounds and create knowledge‑base articles to improve support processes.

Required profile

• Minimum 3 years of experience in technical support engineering, systems engineering, DevOps or software development.
• Proven ability to analyse logs, troubleshoot complex systems and write Python scripts.
• Strong understanding of cloud infrastructure, networking, system architecture and risk awareness.

Required skills

• Python programming and scripting.
• GitLab (or GitHub) repository management.
• Kubernetes cluster operations.
• Cloud infrastructure concepts (e.g., AWS, Azure, GCP).
• Log analysis and system diagnostics.