Loading...
Mid LevelFull-timeRustGCPGitAPI
Salary Range
$10,200 - $13,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking L2 Technical Support Engineers to serve as the technical backbone of our client support operations at Easyship, a leading multi-carrier shipping software. In this expert-led role, you will provide premium service to our valued clients while bridging frontline support and engineering teams.
Key Responsibilities
- →Incident Management & Client Advocacy
- →Rapid Response: Monitor external communication channels to provide immediate responses to high-priority client issues, adhering to SLAs.
- →End-to-End Ownership: Manage the full lifecycle of complex issues from initial acknowledgement to final closure.
- →Expectation Management: Proactively set clear resolution timelines based on issue complexity.
- →White-Glove Communication: Serve as the Tier 2 Point of Contact, translating technical findings into clear client communications.
- →Technical Investigation & Debugging
- →Deep-Dive Analysis: Conduct comprehensive investigations into system behavior using browser developer tools and log analysis.
- →API Troubleshooting: Analyze API logs and webhook payloads to identify failure points.
- →Log Interpretation: Retrieve and interpret complex logs (GCP) and monitor system health using tools like Sentry and Grafana.
- →Reproduction: Reproduce reported bugs by logging into client dashboards/stores.
- →Workflow, Escalation & Documentation
- →Escalation Management: Resolve issues independently or create detailed JIRA tickets for L3 teams.
- →System Integrity: Maintain synchronization between Zendesk and JIRA for transparent status updates.
- →Knowledge Sharing: Document troubleshooting guides and RCAs in Confluence.
- →Shift Handoffs: Document findings and next steps in internal ticket notes.
Requirements
- ✓API Mastery: In-depth understanding of RESTful APIs, including JSON manipulation and webhook debugging.
- ✓Tooling Proficiency: Experience with monitoring and logging tools (Sentry, Grafana, GCP).
- ✓Browser Debugging: Advanced proficiency with Chrome Developer Tools.
- ✓Ticketing Systems: Fluency in Zendesk and JIRA.
- ✓Communication: Exceptional written and verbal English skills.
- ✓Problem-Solving: Logical, investigative mindset focused on root causes.
- ✓Resilience: Comfortable in a fast-paced, rotational shift environment.
Benefits
- ★Generous remuneration and stock units
- ★Comprehensive health coverage
- ★Gym and wellness expense reimbursement
- ★Zomato digital meal credits and snacks
- ★Work from Anywhere for 4 weeks annually
- ★Generous vacation policy with mental health days
