Technical Support Engineer (L2)

Role overview Support business customers using a web-based verification and risk platform. You will investigate technical issues, guide customers through configuration and troubleshooting, and work with engineers and other teams to resolve cases or route them to the right specialists.

Responsibilities - Analyze reported problems and develop practical investigation and resolution plans. - Troubleshoot platform configuration and issues involving web or mobile integrations. - Use customer-provided details and technical evidence to narrow down where a problem occurs. - Coordinate with engineers on technical action plans and take ownership of cases that need escalation. - Answer customer questions by chat, email, and outbound calls, keeping communication clear and helpful. - Work across internal teams to connect customers with the expertise needed to resolve their issues.

Requirements - At least one year of technical support experience, preferably with SaaS, web, or mobile applications; candidates with first-line support experience and motivation to grow technically are also welcome. - Upper-intermediate or stronger written and spoken English. - Working knowledge of HTTP requests and status codes, REST APIs, JSON, and browser developer tools for inspecting network activity. - Ability to write and read basic SQL queries to investigate data issues. - Understanding of how requests pass from a web or mobile integration through to a backend, sufficient to identify likely points of failure. - Patient, customer-focused communication and an analytical approach to handling changing information.

Nice to have - Experience using API troubleshooting tools, log search, or monitoring systems. - Familiarity with identity verification, financial technology, or compliance topics.

Benefits and work setup The role is remote-first, with flexible working hours and no required office attendance. Depending on location, office or coworking access may be available. Time off includes a birthday holiday, personal days, sick days without paperwork, and additional time around the winter holidays. The source also describes learning support, development plans, and access to work equipment. Compensation depends on the confirmed work location and is shared during recruitment.