Technical Support Agent – Tier 2

About the role

Influx is looking for a dedicated Technical Support Agent (Tier 2) to provide advanced technical assistance to its global client base. You will act as a bridge between customers and internal engineering, QA, infrastructure, and product teams, translating complex issues into clear solutions.

Key responsibilities

• Perform deep‑dive investigations of complex system behavior and execute pre‑approved fix procedures.
• Analyze system logs and use Python scripting to diagnose backend failures and identify root causes.
• Operate within GitLab and Kubernetes environments to apply controlled configuration changes.
• Collaborate with Engineering, QA, Infrastructure, and Product teams to confirm defects and provide detailed escalation evidence.
• Communicate technical concepts to clients, manage expectations, and ensure high customer empathy.
• Manage tickets and incidents using modern ticketing tools, following Incident, Change, and Problem Management frameworks.
• Document investigations, root causes, workarounds, and contribute to knowledge‑base articles.

Required profile

• Minimum 1 year of experience in an L2 Technical Support role.
• Experience in high‑compliance software environments (e.g., banking, government, aviation).
• 3+ years of technical experience in Support Engineering, Systems Engineering, DevOps, or Software Development.
• Strong programming and scripting abilities, especially in Python.

Required skills

• Python scripting
• GitLab
• Kubernetes
• Log analysis and code investigation
• Ticketing tools and Incident/Change/Problem Management processes
• Service restarts, Merge Request handling, storage and capacity management