Remote job
Technical Support Engineer (L2)
Job details
About this role
Role overview
Investigate complex technical issues for a service that helps customers configure domains, mailboxes, and email-sending integrations. You will work between customer support and engineering, taking cases beyond routine troubleshooting through diagnosis, resolution, or a clear handoff to developers or providers.
Responsibilities
- Reproduce reported problems, test possible causes, and determine root causes using logs, settings, APIs, internal tools, and data. - Diagnose domain registration and verification, DNS records, mailbox setup, provider integrations, authentication, and email sending or deliverability issues. - Write small scripts to support diagnostics and automation, and resolve cases independently when they fall within your scope. - Share findings with developers or external providers when a product or infrastructure change is needed, and help verify fixes. - Explain findings and next steps to customers and colleagues; maintain support documentation and hand over open investigations between shifts.
Requirements
- Experience in L2/L3 technical support, SaaS operations or support, system administration, or software development that involved investigating reported issues. - Ability to gather evidence, isolate problems, and verify solutions independently. - Understanding of HTTP, REST APIs, JSON, authentication, DNS, and email fundamentals. - Comfort working with logs and command-line tools such as curl or Postman; ability to read code and write small scripts in at least one language. - Basic SQL skills and care when working with data; JavaScript or TypeScript is especially useful. - Written English sufficient for customer and provider communication, team collaboration, and reading technical documentation; dependable follow-through on shift work and support cases.
Nice to have
Experience with a domain registrar, hosting provider, email service, or outreach platform; Google Workspace, Microsoft 365, or Cloudflare; SMTP, IMAP, SPF, DKIM, DMARC, or deliverability troubleshooting; cloud platforms, monitoring, Git, Node.js, or NestJS.