L2 Customer Support Engineer

$60,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($30 USD/hour)

The hard tickets do not need another script follower. They need someone who can walk into ambiguous context, broken configs, contradictory clues, frustrated customers, and AI-generated dead ends, then figure out what is actually wrong. This role is for the support engineer who likes the unsolved case: reproducing the failure, reading the logs, tracing API behavior, interrogating JSON payloads, separating a 401 from a 404 from a 429, and pushing AI hard without trusting it blindly.

Most support teams are still built around queues, macros, handoffs, and “known issue” playbooks. We are building the opposite. Routine support is increasingly handled by AI and L1 workflows, which means human judgment is reserved for the most difficult problems. AI is not your replacement here. It is the tool you direct, ground, challenge, and verify.

This job is not about pasting AI answers, guessing fast, waiting for instructions, or escalating the moment the issue stops looking familiar. It is not for someone who goes deep on one product and freezes when the next ticket lives in a different stack. It is about getting the answer right in the fewest customer touches the problem allows: reproducing before recommending action, investigating across tickets, Slack, KBs, logs, configs, and real artifacts before escalating, and writing customer responses clear enough to de-escalate the situation. The technical baseline is expected: REST APIs, JSON, HTTP status codes, command line, and logs. That gets you in the door. Judgment under ambiguity is what makes you dangerous.

In this role, your job is to own the issue until it is resolved or elevated cleanly, with diagnostic reasoning useful enough for the next agent and the next AI workflow. You will love this role if the ticket that refuses to make sense is the one you want most. You will hate it if you need one product, one playbook, and someone else to unblock you. If that kind of pressure sharpens you, please apply.