L2 Technical Support Engineer – Remote & Global Team

Influx Inc; Indonesia; Presencial; IDR 745.474.000 - 1.171.459.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from home

International team

Comprehensive training

Opportunities to learn

Descripción de la vacante

Influx Inc. is seeking a Technical Support Agent (L2) to join our remote team serving Indonesia, India, and Kenya. You will deliver advanced technical support, perform deep-dive investigations into complex system behavior, and ensure exceptional customer satisfaction.

You will bridge customers with Engineering, QA, Infrastructure, and Product teams, translating challenges into clear solutions and actionable insights. A 24/7 staggered schedule and comprehensive training are part of the role.

Formación

• 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development.
• Minimum 1 year of experience in an L2 Technical Support role, with hands-on troubleshooting.
• Proficiency in reading, writing, and executing Python code and general scripting.

Responsabilidades

• Technical Analysis & Troubleshooting: Execute pre-approved fix procedures within documented guidelines.
• Log & Code Investigation: Analyze complex system logs and use Python to diagnose backend failures and root causes.
• Platform Operations: Work in GitLab and Kubernetes environments to apply controlled configuration changes.
• Escalation & Cross-Functional Collaboration: Coordinate with Engineering, QA, Infrastructure, and Product teams with complete evidence.
• Client & Expectation Management: Communicate with clients to explain complex concepts and provide clear solutions.
• Ticket & Incident Workflow: Track and document issues using standard Incident/Change/Problem Management frameworks.
• Documentation & Process Improvement: Document investigations, root causes, workarounds, and knowledge-base updates.

Conocimientos

Python

Troubleshooting

Log analysis

Cloud infrastructure

English communication

Shift flexibility

Herramientas

GitLab

Kubernetes

Descripción del empleo

Influx Inc. is seeking a Technical Support Agent (L2) to join our remote team serving Indonesia, India, and Kenya. You will deliver advanced technical support, perform deep-dive investigations into complex system behavior, and ensure exceptional customer satisfaction.

You will bridge customers with Engineering, QA, Infrastructure, and Product teams, translating challenges into clear solutions and actionable insights. A 24/7 staggered schedule and comprehensive training are part of the role.