ShipDevs supports fast-moving teams by connecting them with vetted remote professionals across technical and operational roles.
We are looking for a skilled Technical Support Engineer L2 who can take ownership of complex customer issues, investigate technical problems, and support reliable product operations for modern software and SaaS environments. You will work closely with customers, support teams, engineers, QA, and product teams to resolve issues that require deeper technical understanding.
This role is for someone who can move beyond basic troubleshooting, understand how systems behave, analyze logs, reproduce issues, and identify whether a problem is related to configuration, user behavior, infrastructure, integrations, or application defects. You should be comfortable working with real customer cases, production systems, APIs, dashboards, and technical documentation.
You will not only answer support tickets. You will investigate root causes, escalate issues with clear evidence, document solutions, improve support workflows, and help reduce repeated problems over time. You will be expected to communicate clearly with customers while also providing developers with the technical details they need to resolve product issues.
This is a hands-on technical support role. You should be able to troubleshoot issues with structure, manage multiple cases, work under pressure, and support users professionally while maintaining strong technical accuracy.
The ideal candidate has strong L2 support experience, good understanding of software systems, APIs, databases, logs, and the ability to bridge communication between customers and engineering teams.
Key Responsibilities
- Investigate and resolve L2 technical support issues across software, SaaS, web, and application environments.
- Analyze customer-reported problems, reproduce issues, and identify likely root causes.
- Review logs, error messages, API responses, database records, and system behavior to support troubleshooting.
- Escalate confirmed bugs or complex technical issues to engineering with clear reproduction steps and evidence.
- Support customers through clear, professional, and solution-focused communication.
- Work with L1 support teams to improve ticket quality, troubleshooting steps, and escalation processes.
- Document known issues, troubleshooting guides, FAQs, and internal support procedures.
- Track recurring problems and recommend process or product improvements.
- Validate fixes, test customer scenarios, and confirm issue resolution.
- Collaborate with product, QA, engineering, and operations teams to improve customer support quality.
Candidate Requirements
- Strong experience in technical support, L2 support, application support, or product support roles.
- Good understanding of web applications, SaaS platforms, APIs, databases, and common software workflows.
- Ability to read logs, inspect error messages, test APIs, and troubleshoot technical issues with structure.
- Experience using support and ticketing tools such as Zendesk, Freshdesk, Intercom, Jira, Linear, ClickUp, or similar.
- Basic understanding of SQL, browser developer tools, Postman, authentication flows, and integration troubleshooting.
- Ability to reproduce bugs, document clear steps, and communicate technical findings to engineering teams.
- Strong customer communication skills with the ability to explain technical issues clearly and professionally.
- Ability to manage multiple support cases, prioritize urgent issues, and follow escalation procedures.
- Experience writing support documentation, knowledge base articles, or internal troubleshooting guides.
- Practical mindset focused on solving problems, reducing repeat issues, and improving customer experience.
Experience Level
Mid level, typically 2+ years in technical support, L2 support, application support, or SaaS support roles.
Work Type
Full-time Remote
Benefits / Why Join Us
- Work remotely with global teams and international clients
- Long-term contract opportunities with stable workloads
- Competitive compensation based on skills and experience
- Flexible and remote-first work environment
- Opportunity to work on real products and business operations
- Grow your experience with fast-moving companies and modern teams
Ready to apply for this position?
Complete the application form and share your resume. Our team will review your profile and reach out if there is a strong fit.
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