The L2 Support Engineer will act as the primary point of escalation for complex technical issues, performing root cause analysis and providing solutions across AWS services. They will collaborate with development teams to resolve defects, manage ticket queues, and mentor junior support staff to ensure high-quality service.
This is a remote position.
We're looking for an L2 Support Engineer to serve as the technical backbone of our support function. You'll handle escalated issues from L1, work closely with engineering and product teams, and own resolution of complex technical problems — ensuring our clients experience fast, reliable, and expert support.
Responsibilities:
Act as the primary point of escalation for technical issues unresolved by L1 support, ensuring timely resolution.
Troubleshoot complex customer issues, perform root cause analysis, and provide solutions via calls, remote sessions, or detailed documentation across AWS services (Lambda, API Gateway, RDS, CloudWatch, etc.).
Collaborate with development teams to resolve defects, push fixes to production, and verify successful deployment.
Analyze application and system logs (e.g., AWS CloudWatch) to identify patterns, errors, and performance issues.
Monitor and set up AWS alerts (e.g., cost, error, and traffic alerts).
Provide hands-on coding/debugging support in technologies such as JavaScript, Node.js, and Angular to reproduce and fix issues.
Support and troubleshoot issues related to frontend-frameworks (Angular preferred, React experience is a plus).
Query and manage relational databases (PostgreSQL, MySQL), write scripts for automation, and generate reports.
Manage and prioritize a ticket queue, ensuring adherence to SLAs and maintaining high customer satisfaction.
Document common issues, troubleshooting steps, and best practices to improve the knowledge base and reduce future escalations.
Assist in incident management and post-incident reviews to ensure continuous improvement.
Contribute to DevOps and automation tasks to improve reliability and efficiency of support processes.
Mentor, coach, and support junior support engineers to strengthen the technical support team.
Ensure independent ownership of tasks, following up until successful closure.
Work in rotational shifts as part of a 24x7 support team, with schedules planned in advance.
Requirements
Bachelor’s degree in Computer Science, IT, or a related field.
Up to 4 years of experience, and Team lead experience is required
Previous experience with AWS
Ability to coach mentor effectively, and motivate a team.
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