Senior L2 Support Engineer - Web Applications

We are on the lookout for a seasoned Senior L2 Support Engineer who has built a solid track record in maintaining and supporting web applications. The successful professional will demonstrate advanced debugging capabilities, hands-on familiarity with observability platforms and APIs, plus the autonomy to drive support cases from intake to closure. Strong stakeholder communication, a sense of accountability and enthusiasm for evolving workflows through automation and AI are key to thriving in this position.
Responsibilities
Track system notifications and react accordingly through platforms like PagerDuty and Uptrends
Diagnose and remediate web application defects, covering browser-side and API-related failures
Examine log files, HTTP response codes and browser console data to pinpoint underlying causes
Own the full lifecycle of support cases, from triage through resolution and customer follow-up
Execute API checks, validations and permission adjustments through Postman
Partner with engineering and product groups to escalate and address intricate technical matters
Sustain transparent, prompt and professional dialogue with end users and stakeholders
Lead initiatives that enhance support operations, embracing automation and AI integration
Coach junior team members and promote knowledge sharing across the support function
Requirements
3+ years of hands-on work in L2 technical support within web application environments
Deep troubleshooting capability, covering browser developer tools and HTTP status codes (4xx, 5xx)
Practical exposure to observability and alerting platforms (e.g., PagerDuty, Uptrends)
Solid command of Postman for API verification, query execution and user administration
Demonstrated success in owning support tickets through their entire lifecycle
Outstanding writing and speaking abilities in professional settings
Sharp analytical reasoning combined with effective problem-solving capacity
Self-driven attitude paired with the ability to thrive both solo and within team environments
English proficiency at B2 level or higher
Nice to have
Hands-on with test automation stacks (Selenium with Java, Jenkins, GitHub, Sauce Labs)
Foundational to mid-level understanding of AI use cases within support or QA processes
Working knowledge of database technologies and query languages (SQL, BigQuery) alongside Elasticsearch
Comfort working with product analytics platforms such as Mixpanel