Technical Support (L2) Engineer

We are seeking a highly skilled Technical Support Engineer to join our dynamic team. As a Tech Support Engineer, you will play a crucial role in ensuring smooth operations and providing exceptional support to our clients. If you are passionate about technology, have a strong background in L2/L3 support or system administration, and possess excellent problem-solving abilities, then this is the perfect opportunity for you.

What you will be doing:

— Collaborate closely with the 1st line support team to effectively communicate and resolve technical issues.
— Conduct in-depth research to identify and troubleshoot complex technical problems.
— Monitor system health and alerts, ensuring timely detection and response to incidents.
— Identify and report incidents to 3rd-party systems promptly and accurately, ensuring timely escalation and resolution.
— Proactively detect and investigate application errors, taking appropriate follow-up actions.
— Optimize and automate recurring tasks to improve efficiency and reduce manual efforts.
— Gather and analyze data for insightful analytics, contributing to data-driven decision-making.
— Foster effective communication and collaboration with other departments such as Dev, DevOps, and QA.
— Develop efficient tools for internal use to streamline processes and enhance productivity.

You certainly have:

— A minimum of 3+ years of experience in L2/L3 support (technical, not customer support, please, pay attention to this requirement before sending your CV).
— Proficiency in Linux/macOS operating systems with strong command-line skills.
— Experience with ticketing systems (Jira preferred, Zendesk, etc.).
— Solid understanding of web services (HTTP/HTTPS) and APIs, with hands-on experience troubleshooting REST/SOAP APIs using tools like Postman, cURL, or similar.
— Strong knowledge of JSON/XML formats and ability to analyze logs and debug issues involving structured data.
— Familiarity with logging tools such as Splunk, Kibana, or Grafana.
— Experience with monitoring tools such as Datadog, Sentry, Zabbix, or Prometheus.
— Experience with incident management processes, including incident handling, prioritization, escalation, and post-incident analysis.
— Experience in technical writing, including creating and maintaining documentation such as runbooks, troubleshooting guides, and knowledge base articles.
— Good understanding of version control systems (Git).
— Basic scripting skills (Python, Bash, PowerShell) with hands-on experience automating repetitive tasks and support processes.
— Excellent communication skills to effectively interact with clients and internal teams.
— Upper-intermediate or higher level of English proficiency.

You probably have:

— Familiarity with AWS services and infrastructure.
— Basic understanding of databases, including writing SQL queries and troubleshooting (PostgreSQL, MySQL).
— BA/MA degree in a technical field.

Join our talented team and embark on a rewarding career where you will have the opportunity to make a significant impact. Apply now and be a part of our innovative organization that values excellence and encourages professional growth.

We offer
— Results-oriented startup mindset with a stable business model backed by a billion-dollar global travel company
— Money, of course. Medical insurance. English courses. Cookies)
— Conferences, workshops, certifications refund
— A friendly, professional, and high-skilled team working with the newest technologies
— Flexible working hours and the ability to work 100% remotely. We also consider candidates who are citizens of Ukraine temporarily or permanently residing abroad.
— 24 working days of vacation + 6 covered sick days
— A chance to help craft our tools, processes, and culture.
— A lab day once a month to dedicate to a project of your own or a study project.
— Opportunities for career growth.
Про компанію BCD Travel

We are a tech team of adventurous travelers, once a part of YCombinator alumni — GetGoi