L2 Technical Support Engineer

About the role

This position provides ownership of system reliability and end-to-end incident resolution within production environments. The role performs deep-dive troubleshooting for complex, multi-layered technical issues rather than processing simple support requests. Success is defined by transforming fragmented telemetry into coherent narratives that sustain service stability. The position aligns with individuals who prefer structured problem hunts instead of shallow ticket closure. You will act as the primary technical owner for critical production issues, bridging the gap between raw data and actionable engineering insights. The work demands intellectual rigor and patience as you navigate ambiguous failure scenarios without predefined playbooks. You will be the trusted expert who stakeholders contact when standard monitoring fails to explain the behavior of the system.

Key facts

What you'll do

• Research, diagnose, and resolve complex production issues across IoT device firmware, microservices, and mobile endpoints.
• Conduct comprehensive log investigations using SQL, Splunk, and AWS platforms such as Athena to identify operational anomalies.
• Monitor daily performance metrics and overall health across production cloud services and connected devices.
• Manage L2 requests and incidents from initial detection through escalation to full resolution, engaging development teams when code changes are required.
• Formulate data-backed recommendations for system performance enhancements, bug fixes, and operational process automation.
• Ensure proper incident logging, generate qualitative and quantitative analytical reports, and update knowledge base documentation.
• Drive the creation of runbooks and diagnostic playbooks to elevate the capability of the L1 team.
• Collaborate with cross-functional stakeholders to communicate impact, timelines, and risk mitigation strategies during major incidents.
• Perform proactive health checks and capacity planning to reduce the likelihood of future service disruptions.
• Analyze trends across incident logs to drive long-term architectural improvements and prevent recurrence.
• Work closely with the product development teams to ensure permanent resolutions are implemented and validated.
• Utilize in-house automation tools and operational dashboards to synthesize raw telemetry into coherent narratives.
• Maintain detailed records of troubleshooting steps to create institutional knowledge for future reference.
• Evaluate the effectiveness of implemented fixes and verify that resolution criteria are fully met.

Requirements

• Hold 3+ years of hands-on commercial experience in L2 Technical Support or Technical Operations, supporting complex distributed systems, IoT platforms, or cloud architectures.
• Demonstrate capability in independently conducting root-cause investigations and resolving high-severity production incidents.
• Possess hands-on proficiency with log analysis and diagnostic platforms such as Splunk and SQL or equivalent data-querying tools.
• Understand computer architecture, network protocols, IoT device structures, and Linux environments including command-line operations.
• Show practical experience using task management frameworks like Jira while collaborating with engineering, DevOps, and QA teams.
• Exhibit strong analytical reasoning and structured problem-solving skills.
• Maintain at least an Upper-Intermediate level in both written and spoken English (B2).
• Thrive in a fast-paced environment where you must balance multiple priorities under tight time constraints.
• Adhere strictly to data confidentiality and operational security policies at all times.
• Be comfortable working asynchronously and documenting every step of your investigative process.

Nice to have

• Foundation in Computer Science principles such as data structures and basic algorithms that clarify system behavior.
• Exposure to AWS infrastructure services including S3, Athena, CloudWatch and data visualization tools such as Tableau.
• Basic scripting capabilities in Python or Bash for log parsing and workflow automation.
• Experience utilizing AI-assisted tools to optimize diagnostic efficiency and workflow throughput.

Practical notes

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Engagement: Gig-contract.

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Compensation: 250000 UAH per year.

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Location: Kyiv; Lviv; Remote. Remote working mode is available within Ukraine only.

• Vacation: 21 paid vacation days per year.
• Holidays: Paid public holidays according to Ukrainian legislation.
• Benefits: Free meals, fruits, and snacks when working in the office.
• Development: Corporate courses, knowledge hubs, and free English classes with educational leaves.
• Medical insurance is provided from day one, including sick leaves and medical leaves.
• Performance reviews occur annually with opportunities for a Performance Bonus and Loyalty Bonus.
• Candidates must follow the scope