Job Description
We’re seeking a highly motivated and technically versatile L2 Support Engineer to join our team supporting a dynamic suite of digital products. This is a critical role that ensures our customers and internal teams receive timely, accurate, and insightful technical support that keeps our platforms running smoothly. In this hybrid role, you’ll act as a bridge between customer-facing teams and engineering, helping to diagnose and resolve complex technical issues, perform lightweight operational and DevOps tasks, and conduct data analysis to support troubleshooting and continuous improvement efforts. This role has room for growth and a continual learning path as we reengineer and modernize digital portfolio of scientific and clinical support applications for the next decade. After an initial training period, this role will have required support hours of 12pm until 8pm Eastern time and overlap with similar support based in the EU.
Key Responsibilities
- Technical Support (Tier 2):
Investigate, reproduce, and resolve complex technical issues escalated from Tier 1 support and customer-facing technical teams. - Customer Interaction:
Collaborate with customer success managers and implementation engineers to provide timely, professional responses to customer issues and requests. - Data Analysis & Troubleshooting:
Query databases and analyze logs, metrics, and telemetry data to identify trends, detect anomalies, and troubleshoot product behavior. - Operational & DevOps Tasks:
Assist with configuration changes, monitoring jobs, executing scripts, and performing environment checks across staging and production systems. - Incident & Problem Management:
Participate in on-call rotations, triage incidents, document root cause analyses, and contribute to postmortem reviews.
Collaboration & Escalation:
Work closely with Product, Engineering, and QA teams to escalate unresolved bugs, contribute to documentation, and drive continuous improvement.
Qualifications
- Bachelors of Science in IT, Computer Science, Engineering or other Science.
- 2+ years of relevant experience.
- Knowledge of technical support, DevOps, or systems engineering roles.
- Understanding of SQL database technology
- Experience with ticketing systems (e.g., Zendesk, Jira) and customer issue tracking workflows a plus
- Familiarity with cloud infrastructure (e.g., AWS, Azure) and CI/CD tools (e.g., GitHub Actions, Jenkins) is a plus.
- Strong communication skills – able to explain technical concepts clearly to both technical and non-technical audiences.
- Strong analytical mindset and ability to prioritize issues under pressure.
- Bonus: Experience with APIs, scripting (Python, Bash), or lightweight automation.
Additional Information
All your information will be kept confidential according to EEO guidelines.