Technical Support Engineer

Technical Support Agent (tier 2)

About the role: We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction. As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights. Key Responsibilities Technical Analysis & Troubleshooting: Execute pre-approved fix procedures, including service restarts, Merge Request (MR) merges, storage management, and capacity adjustments within documented guidelines. Log & Code Investigation: Analyze complex system logs and leverage Python scripting to diagnose backend failures, evaluate system errors, and identify root causes or workarounds. Platform Operations: Operate directly within GitLab and Kubernetes environments to apply controlled configuration changes while respecting boundaries between reversible and non-reversible database actions. Escalation & Cross-Functional Collaboration: Collaborate closely with Engineering, QA, Infrastructure, and Product teams. Work on confirming product defects and escalate issues with complete technical evidence and diagnostic findings. Client & Expectation Management: Communicate directly with clients to explain complex technical concepts, manage expectations, and provide clear, concise solutions with a high level of customer empathy. Ticket & Incident Workflow: Efficiently manage, track, and document issues in modern ticketing tools following standard Incident, Change, and Problem Management frameworks. Documentation & Process Improvement: Document investigations, root causes, workarounds, and knowledge-base articles. Continuously refine support processes, guidelines, and monitoring practices to elevate team efficiency. Requirements & Qualifications Technical Experience: 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development. Must have hands on experience navigating and executing tasks within GitLab and Kubernetes environments. Programming & Scripting: Demonstrated proficiency in reading, writing, and executing Python code and general operational scripting. System Administration: Strong foundation in cloud infrastructure, networking, system architecture, and log analysis. Risk & Action Awareness: Demonstrated understanding of live database environments and the critical difference between reversible and non-reversible system actions. Communication & Roster: Excellent written and spoken English skills (verified via assessment). Full flexibility to work a 24/7 staggered 5-day schedule (day/night rotations, weekends, and holidays). Nice-to-Haves / Bonus Points Experience supporting Computer Vision or Machine Learning platforms. Exposure to enterprise monitoring tools (e.g., Grafana, Datadog) and ITSM frameworks (Incident/Change Management). What we offer: Work from home (WFH) arrangement. A supportive, collaborative, and high-performance environment at work that supports a life outside work. A set of international clients with high standards of excellence. An international team. Comprehensive training to equip you with the knowledge and skills necessary to excel in the role. Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.