The Role
Provides Level 2 technical support by resolving escalated customer issues, troubleshooting AWS applications and databases, analyzing logs, performing root cause analysis, coordinating production fixes, managing tickets and SLAs, and supporting incident reviews. The role also includes coding and debugging in JavaScript, Node.js, and Angular, AWS monitoring, automation, documentation, mentoring junior engineers, and rotational 24x7 support coverage.
Summary Generated by Built In
This is a remote position.
We're looking for an L2 Support Engineer to serve as the technical backbone of our support function. You'll handle escalated issues from L1, work closely with engineering and product teams, and own resolution of complex technical problems — ensuring our clients experience fast, reliable, and expert support.
Responsibilities:
- Act as the primary point of escalation for technical issues unresolved by L1 support, ensuring timely resolution.
- Troubleshoot complex customer issues, perform root cause analysis, and provide solutions via calls, remote sessions, or detailed documentation across AWS services (Lambda, API Gateway, RDS, CloudWatch, etc.).
- Collaborate with development teams to resolve defects, push fixes to production, and verify successful deployment.
- Analyze application and system logs (e.g., AWS CloudWatch) to identify patterns, errors, and performance issues.
- Monitor and set up AWS alerts (e.g., cost, error, and traffic alerts).
- Provide hands-on coding/debugging support in technologies such as JavaScript, Node.js, and Angular to reproduce and fix issues.
- Support and troubleshoot issues related to frontend-frameworks (Angular preferred, React experience is a plus).
- Query and manage relational databases (PostgreSQL, MySQL), write scripts for automation, and generate reports.
- Manage and prioritize a ticket queue, ensuring adherence to SLAs and maintaining high customer satisfaction.
- Document common issues, troubleshooting steps, and best practices to improve the knowledge base and reduce future escalations.
- Assist in incident management and post-incident reviews to ensure continuous improvement.
- Contribute to DevOps and automation tasks to improve reliability and efficiency of support processes.
- Mentor, coach, and support junior support engineers to strengthen the technical support team.
- Ensure independent ownership of tasks, following up until successful closure.
- Work in rotational shifts as part of a 24x7 support team, with schedules planned in advance.
Requirements
- Bachelor’s degree in Computer Science, IT, or a related field.
- Up to 4 years of experience, and Team lead experience is required
- Previous experience with AWS
- Ability to coach mentor effectively, and motivate a team.
- Strong coding skills (for example: JavaScript, Node.js, Angular).
- Proficiency in relational databases (PostgreSQL, MySQL) with ability to write queries and manage data.
- Ability to troubleshoot and guide customers to identify and solve issues on call.
- Skilled at performing root cause analysis for new/unknown issues.
- Ability to coordinate with development teams and push fixes into production.
- Proficient in analyzing AWS CloudWatch logs and understanding system/application behavior.
- Exceptional customer service skills with a problem-solving attitude.
- Task-oriented and organized, with experience managing a ticket queue and prioritizing issues.
- Excellent written and verbal communication skills.
- Ability to work under pressure in dynamic environments.
- Good DevOps skills are a plus.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Up to 4 years of experience
- Team lead experience
- Previous AWS experience
- Ability to coach, mentor, and motivate a team
- Strong coding skills in JavaScript, Node.js, or Angular
- Proficiency with relational databases, including PostgreSQL and MySQL
- Ability to troubleshoot and guide customers on calls
- Root cause analysis skills
- Ability to coordinate with development teams and push production fixes
- Proficiency analyzing AWS CloudWatch logs
- Exceptional customer service and problem-solving skills
- Experience managing and prioritizing a ticket queue
- Excellent written and verbal communication skills
- Ability to work under pressure in dynamic environments
- Good DevOps skills
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The Company
What We Do
ConfidencEway is a Dubai-based AI-driven business solutions company helping organizations adopt practical, scalable, and affordable technology. Its offerings include generative and conversational AI, intelligent automation, machine vision, machine learning, AI agents, digital transformation, application modernization, web and mobile applications, managed cloud services, and the proprietary F2 Platform for building and managing enterprise AI solutions across global markets and sectors.
