Technical Support Agent (L2)

About the role

We are looking for a dedicated Technical Support Agent (Level 2) to provide advanced technical assistance to our customers. You will act as a bridge between clients and internal teams, translating complex technical issues into clear solutions while ensuring high customer satisfaction.

Key responsibilities

• Execute pre‑approved fix procedures, including 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.
• Collaborate with Engineering, QA, Infrastructure, and Product teams to confirm product defects and provide detailed technical evidence.
• Communicate technical concepts to clients, manage expectations, and deliver concise 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 create knowledge‑base articles.

Required profile

• Minimum 3 years of experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development.
• Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.
• Excellent written and spoken English.
• Willingness to work a 24/7 staggered schedule, including nights, weekends, and holidays.

Required skills

• Python programming and scripting.
• Hands‑on experience with GitLab (or GitHub).
• Hands‑on experience with Kubernetes.