Technical Support Engineer (Level2)

• Incident & Problem Management

• • Respond to support requests and manage tickets (P1-P4) with timely updates.
  • Perform root cause investigations and participate in Major Incident Management (MIM).
  • Escalate complex issues to L3/Dev teams with full context and clear reproduction steps.
  • Proactively identify recurring issues and suggest improvements.

• Technical Troubleshooting
  • Analyze application and system logs (Grafana, Loki, Instana, Uptrends etc.).
  • Investigate issues across microservices and distributed architectures.
  • Perform API testing/debugging using Postman or Bruno.
  • Investigate frontend issues using browser Dev Console (Network analysis, response inspection, JavaScript errors, CORS, caching, etc.).
  • Use SQL for basic data lookups and validation.
  • Troubleshoot performance, network, and configuration issues.
  • Understand message brokers / streaming platforms (e.g Kafka, RabbitMQ) and investigate message flow issues.

• Monitoring & Observability
  • Monitor dashboards (Grafana, Prometheus, etc.) and react to alerts.
  • Detect anomalies and potential incidents before they escalate.
  • Contribute to continuous improvement of monitoring and alerting.

• Collaboration & Delivery
  • Work closely with development teams to resolve technical issues.
  • Use Git to view code, track changes, and support debugging processes.
  • Restart services or pods via Kubernetes Dashboard (Lens, K8s UI) when needed.
  • Participate in release validation and post-deployment checks.
  • Automate routine support tasks and optimize support workflows.

• Documentation & Knowledge Sharing
• • Maintain and improve internal documentation, runbooks, and knowledge base articles.
  • Share knowledge and mentor junior team members.
  • Participate in internal training sessions to enhance technical expertise.

Experience & Technical Skills

• 3+ years in Technical Support / Application Support / IT Support.
• Experience with ticketing systems (Jira, ServiceNow, Zendesk, Freshdesk, etc.).
• Strong troubleshooting and analytical skills.
• Ability to use browser developer tools (DevTools) to troubleshoot frontend issues (Network, Console, HTTP status codes, JS errors).
• API testing tools: Postman, Bruno or similar.
• Log analysis across multiple services.
• Basic SQL knowledge (SELECT, filtering, joins).
• Understanding of message brokers (Kafka or similar).
• Knowledge of monitoring platforms (Grafana, Loki, Prometheus, CloudWatch, ELK).
• Understanding of microservices and distributed systems.
• Basic understanding of Kubernetes / Docker (and ability to restart services via UI).
• Familiarity with Incident & Problem Management (P1/P2/P3/P4, MIM).
• Experience with escalation flows and collaboration with L3/Dev teams.
• At least B2 level of English, both written and spoken.

Soft Skills

• Strong communication and customer service orientation.
• Ability to work independently and manage multiple tasks.
• Time management and prioritization skills.
• Ownership mindset and proactive approach.
• Stress-resilience and ability to remain calm under pressure.
• Eagerness to learn new technologies and processes.
• Adaptability to dynamic environments.

Nice to have

• Experience with cloud platforms (AWS, Azure, GCP).
• Basic understanding of CI/CD pipelines.
• Experience with automation (scripts, tooling, process optimization). 
• Understanding of Git (viewing history, branches, pull requests, commenting).
• Familiarity with ITIL principles.
• Experience in documenting technical processes.
• Previous mentorship or knowledge-sharing experience.
• Volunteering or internship in IT support or customer service.