Technical Support Agent (Tier 2)

About the role

We are looking for a dedicated Technical Support Agent (Tier 2) to provide advanced technical assistance to our global clients. You will investigate complex system behavior, bridge communication between customers and internal engineering teams, and ensure high customer satisfaction.

Key responsibilities

• Execute pre‑approved fix procedures such as service restarts, Merge Request merges, storage management and capacity adjustments.
• Analyze system 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 product defects and provide detailed escalation evidence.
• Communicate technical concepts to clients, manage expectations and deliver clear solutions with empathy.
• Manage tickets and incidents using modern ticketing tools, following Incident, Change and Problem Management frameworks.
• Document investigations, root causes, work‑arounds and knowledge‑base articles, continuously improving support processes.

Required profile

• Minimum 3 years of experience in Technical Support Engineering, Systems Engineering, DevOps or Software Development.
• Hands‑on experience with GitLab and Kubernetes.
• Proficiency in reading, writing and executing Python code and operational scripting.
• Strong foundation in cloud infrastructure, networking, system architecture and log analysis.
• Understanding of live database environments and the difference between reversible and non‑reversible actions.
• Excellent written and spoken English and willingness to work a 24/7 staggered schedule.

Required skills

• GitLab
• Kubernetes
• Python
• Cloud infrastructure
• Networking
• System architecture
• Log analysis
• Grafana
• Datadog
• ITSM frameworks – Incident Management, Change Management

What we offer

• Work‑from‑home arrangement.
• Supportive, collaborative, high‑performance environment.
• International client portfolio with high standards.
• Comprehensive training and opportunities to learn from high‑performing colleagues.