Technical Support Agent (Tier 2)

Role Overview

You will be the second-line specialist who takes over when routine support cannot resolve an issue. Your day-to-day work involves digging into system logs and backend code to pinpoint why something failed, applying controlled fixes inside Kubernetes and GitLab, then explaining the outcome in plain, calm language to clients. This role matters because you turn complicated technical incidents into clear action for engineering, protect service stability in a strictly regulated environment, and keep customers confident that their problems are truly understood.

Key Responsibilities

• Carry out pre-approved remediation procedures such as service restarts, GitLab merge request merges, storage cleanups, and capacity adjustments, while staying strictly within documented boundaries.
• Investigate backend failures by reading system logs and writing small Python scripts to reproduce errors, pinpoint root causes, or identify a safe workaround.
• Work directly in GitLab and Kubernetes to apply configuration changes, carefully distinguishing between reversible actions and those that alter live data irreversibly.
• Confirm suspected product defects and escalate them to Engineering, QA, Infrastructure, and Product teams with detailed technical evidence and concise diagnostic summaries.
• Communicate directly with clients to walk them through complex technical situations, set realistic expectations, and deliver solutions with empathy and clarity.
• Log, track, and update every issue through the ticketing system using standard Incident, Change, and Problem Management practices.
• Turn every investigation into a learning opportunity: document root causes, workarounds, and step-by-step knowledge base articles, and suggest improvements to monitoring and support processes.

Requirements & Qualifications

• At least one year in an L2 technical support role, troubleshooting and resolving complex issues end to end, plus three or more years overall in technical support, systems engineering, DevOps, or software development. Demonstrated coding projects, internships, or a technical portfolio are accepted in place of strict corporate tenure.
• Strong ability to read, write, and execute Python scripts and other operational scripting as part of diagnostics and automation.
• Hands-on experience working inside GitLab or GitHub and Kubernetes to navigate systems and apply safe configuration changes.
• Solid understanding of cloud infrastructure, networking, system architecture, and log analysis, with an ability to trace failures across services.
• Clear awareness of live database environments, including the critical difference between reversible and non-reversible actions and when to stop and ask before proceeding.
• Experience operating in a controlled, high-compliance software environment such as banking, government, or aviation/airport systems, following strict security, access, and change-management procedures.
• Excellent written and spoken English, verified through an assessment, and full flexibility to work a 24/7 staggered five-day schedule including day/night rotations, weekends, and holidays.

Nice-to-have experience:

• Supporting computer vision or machine learning platforms.
• Familiarity with enterprise monitoring tools such as Grafana or Datadog, and ITSM frameworks for incident and change management.

What We Offer / Why Join

This is a remote, work-from-home role where you will collaborate with an international team and serve clients who expect a high standard of excellence. You will receive comprehensive training to get up to speed, and you will be surrounded by high-performing colleagues in a supportive, fast-paced environment. The culture here is built on mutual respect, follow-through, listener-first communication, and sticking to the facts, so you can focus on doing your best work while also having a life outside of work.