Support Engineer- Customer Service

We are looking for a highly motivated L2 Support Engineer to act as the critical bridge between our customer support (L1) team and our engineering organization. This role is ideal for someone who enjoys deep technical troubleshooting, working with production systems, and driving issues to resolution in a fast-paced, mission-critical SaaS environment.

You will investigate complex issues, reproduce bugs, identify root causes, and partner with engineering teams to ensure timely and high-quality resolutions. Triage and prioritize incoming escalations from L1 support via Jira Service Management

Reproduce issues in beta or local environments

Perform root cause analysis across application, infrastructure, and data layers

Debug Python-based services (Django, FastAPI, Flask)

Investigate database issues in PostgreSQL and document storage databases (Mongo, Dynamo). Analyze asynchronous workflows using AWS SQS

Collaborate with engineering teams to escalate complex issues with clear technical context

Implement small bug fixes or configuration changes where appropriate

Participate in on-call rotation for incident response

Identify patterns in support issues and propose improvements to reduce recurrence

2–5+ years of experience in software engineering, technical support, or site reliability

• Strong proficiency in Python. Javascript, Node.js or Typescript experience is an advantage
• Experience with web frameworks such as Django, FastAPI or Flask
• Solid understanding of debugging distributed systems (Serverless, lambda, ECS)
• Experience working with AWS (CloudWatch, SQS, core services)
• Strong SQL skills, preferably with PostgreSQL
• Experience working with logging and monitoring tools (Cloudwatch, Grafana, etc)
• Ability to analyze issues across application, infrastructure, and data layers
• Strong communication skills for working across support and engineering teams
• Commitment to keeping client data private and secure

Prior experience in a support engineering or SRE role

AWS Secret Manager

AWS Cognito & IdP Management

Ability to understand French, Spanish, or Arabic languages.

Engineering receives high-quality, actionable tickets

Reduction in repeat incidents through proactive analysis

You will gain deep visibility into how our systems operate in production and play a key role in maintaining a high-quality experience for our customers.