Technical Support Engineer (L2)

The role

You will handle complex support requests and carry out technical diagnostics at the intersection of customer support and the engineering team. You will investigate issues involving logs, APIs, and code to identify root causes and verify fixes.

What you will do

• Investigate technical support requests by reproducing issues and testing hypotheses
• Diagnose problems with domain registration, DNS records, and mailbox connection
• Investigate integration failures involving email providers and outreach services
• Investigate issues with email sending and deliverability
• Work with logs, APIs, internal tools, and data
• Write small scripts for diagnostics and automation
• Resolve support requests independently or involve developers and external providers
• Explain technical issues and next steps to customers and colleagues
• Contribute to the knowledge base and improve instructions
• Hand over unresolved investigations to the next shift

Required qualifications

• Experience in L2/L3 technical support, SaaS operations/support, system administration, or software development involving troubleshooting of user-reported issues
• Ability to investigate issues independently
• Understanding of HTTP, REST APIs, JSON, authentication principles, and how web services interact
• Confidence working with logs, the command line, and tools such as curl or Postman
• Ability to read other people's code and write small scripts in at least one programming language
• Basic SQL knowledge and the ability to work carefully with data
• Understanding of DNS and the fundamentals of how email works
• English sufficient for written communication with customers, providers, and the team, as well as reading documentation
• A responsible approach to shift commitments and task completion

Nice to have

• Experience at a domain registrar, hosting provider, email service, or email outreach platform
• Experience working with Google Workspace, Microsoft 365, and Cloudflare
• Knowledge of SMTP, IMAP, SPF, DKIM, and DMARC, plus hands-on experience troubleshooting deliverability
• Experience with cloud platforms, monitoring, Git, Node.js, or NestJS
• JavaScript/TypeScript is especially useful

About the company

The company is a service for managing email outreach infrastructure. They help customers register and connect domains, create mailboxes, and configure them to work with email-sending tools.