Support Engineer (L2)
Core
Resolve complex Tier-2 technical issues and build AI-driven automation workflows to optimize operations for a global SaaS platform.
Role type
Senior L2 Support Engineer (AI & Automation)
Builds
Intelligent agents, automated diagnostics, and runbooks for a global supply chain visibility platform.
Domain
SaaS / Logistics & Supply Chain
Deliverable
production ML models | product features
Required skills
Advanced SQL, API debugging, log analysis, incident management, root cause analysis, technical documentation, cross-functional collaboration
Preferred skills
Python/JavaScript/Bash scripting, logistics industry knowledge, additional European languages
Technologies
SQL, Postman, Elasticsearch, DBeaver, AI agents
Responsibilities
Investigate and resolve complex Tier-2 user issues involving data flows and APIs; Build and implement intelligent agents to automate diagnostics and log analysis; Partner with Product and Engineering to address root causes and architectural fixes; Lead response efforts during critical platform incidents; Update help centers and create automated runbooks; Train Level-1 support and customer success teams
Seniority
Mid-Senior, hands-on IC