Technical Support Specialist

Grid Dynamics; Województwo pomorskie; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Sports benefits

Corporate social events

Professional development opportunities

Job summary

Grid Dynamics in Poland is seeking a Technical Support Specialist (L2) to bridge external partner developers and L3 engineering. You will investigate high-volume logs, troubleshoot REST API integrations, and explain root causes to business stakeholders.

You will own issues from triage to reproduction on devices, meet strict SLAs for P0/P1 incidents, and gradually grow toward simple Java code fixes over 9–12 months.

Qualifications

• 2+ years of commercial experience in L2/L3 Technical Support, Developer Support, or Systems Analysis.
• API & Web Services Proficiency: REST APIs, JSON structures, webhooks, and Postman experience.
• Log Aggregation & Investigation: search, interpret, and trace in high-volume system logs.
• Code Traceability: read/trace source code in Java/JSON environments.
• Exceptional Communication: fluent English, ability to translate engineering failures into business updates.
• Analytical Mindset: strong investigative drive and problem-solving approach.

Responsibilities

• Investigate, debug, and resolve high-tier technical queries and integrations using Postman and Sherlock.
• Summarize complex findings into clear emails for partners and developer teams.
• Own issue lifecycle from initial triage to reproduction on devices to resolution or escalation.
• Meet strict SLAs for P0/P1 incidents and provide real-time support during high-traffic campaigns (up to 2M+ messages).
• Evolve toward reading and performing simple Java code fixes to reduce L3 dependencies over time.

Skills

REST APIs

Postman

Log analysis

Code tracing

English communication

Analytical thinking

Tools

Sherlock

Buganizer

Job description

We are seeking a Technical Support Specialist (L2) to join a high-impact technical initiative supporting a next-generation Rich Business Messaging (RBM) ecosystem for a global technology leader and pioneer in cloud, mobile, and search platform infrastructure. In this role, you will act as the crucial bridge between external partner developers and core L3 engineering teams, diving deep into high-volume system logs to investigate complex technical failures, troubleshoot REST API integrations, and explain root causes to business-focused stakeholders.

Responsibilities

• Deep Technical Triage: Investigate, debug, and resolve high-tier technical queries and integration issues (aiming to resolve ~90% of queries without L3 escalation) using Postman, log analysis tools (Sherlock), and internal bug tracking systems (Buganizer).
• Partner Communication & Translating Tech: Summarize complex log findings and technical diagnostics into clear, professional, and business-friendly emails for external partners and developer teams.
• End-to-End Issue Ownership: Take full accountability for the issue lifecycle—from initial triage and reproducing bugs on physical Android/iOS devices to final resolution or bug escalation.
• SLA & Incident Management: Adhere to strict SLAs for high-priority incidents (P0/P1) and provide real-time support during peak traffic periods and major messaging campaigns (handling volumes up to 2M+ messages).
• Engineering Evolution: Gradually evolve over a 9-12 month path to read, trace, and perform simple Java code fixes or scripting to directly reduce L3 dependencies.

Requirements

• 2+ years of commercial experience in L2/L3 Technical Support, Developer Support, or Systems Analysis.
• API & Web Services Proficiency: Deep understanding of REST APIs, JSON structures, webhooks, and hands‑on experience using Postman for API testing.
• Log Aggregation & Investigation: Proven ability to search through, interpret, and trace message journeys across high-volume system logs.
• Code Traceability: Ability to read and trace source code (language agnostic, with comfort navigating Java/JSON environments).
• Exceptional Communication: Mastery of written and spoken English, with a strong ability to "translate" complex engineering failures into clear business updates.
• Analytical Mindset: High investigative drive, asking intelligent questions to uncover root causes rather than relying on standard manuals or scripts.

Nice to have

• Mobile Ecosystem Experience: Familiarity with Android (Pixel, Samsung, Xiaomi, etc.), iOS, or mobile messaging frameworks.
• Basic Coding Skills: Hands‑on experience with Java development or the ability to implement simple code fixes.
• Mobile Hardware Testing: Experience reproducing complex technical issues on physical mobile hardware.
• High-Pressure Reliability: Experience providing on-call or real-time support during high-concurrency traffic events or campaigns.

We offer

• Opportunity to work on bleeding-edge projects
• Work with a highly motivated and dedicated team
• Competitive salary
• Flexible schedule
• Benefits package - medical insurance, sports
• Corporate social events
• Professional development opportunities
• Well‑equipped office

About Us

Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.