Platform L2 Support Engineer — Troubleshooting Lead

GR8_TECH; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Paid maternity/paternity leave

Monthly childcare allowance

20+ vacation days

Unlimited sick leave

Team events

Job summary

GR8_TECH is seeking a Middle L2 Technical Support Specialist for its Platform Team. This role focuses on stabilizing the core platform, localizing incidents, and mentoring junior staff to ensure high availability and data integrity across services.

You will autonomously diagnose complex platform requests, triage issues, and shield engineering teams from unverified bugs. Strong log analysis in Kibana/OpenSearch and API debugging are essential.

Qualifications

• 3+ years in L2 technical support, systems analysis, or technical operations of product/B2B SaaS platforms.
• Strong Kibana/OpenSearch tracing and ID tracing across microservices.
• Experience testing platform API endpoints, requests/responses, and auth headers.
• Deep understanding of distributed sessions, OAuth/JWT authentication, and error stack traces.
• Proficiency with Jira/Jira Service Management, including JQL and dashboards.
• English (B1–B2) and Ukrainian or Russian language skills.

Responsibilities

• Investigate complex failures and diagnose non-standard platform requests and nested configurations.
• Differentiate between software defects, database mismatches, and misconfigurations across core systems.
• Guide Junior L2 and adjacent teams through advanced platform configurations and troubleshooting.
• Trace microservice flows using logs and IDs; validate errors in API stacks.
• Create detailed bug reports for L3/QA with logs and business impact.

Skills

Platform support experience

Log analysis & distributed tracing

API testing & debugging

Core web & auth architecture

Advanced ticketing mastery

English (B1–B2) and Ukrainian or Russs

Tools

Kibana/OpenSearch

Job description

GR8_TECH is seeking a Middle L2 Technical Support Specialist for its Platform Team. This role focuses on stabilizing the core platform, localizing incidents, and mentoring junior staff to ensure high availability and data integrity across services.

You will autonomously diagnose complex platform requests, triage issues, and shield engineering teams from unverified bugs. Strong log analysis in Kibana/OpenSearch and API debugging are essential.