Technical Support Engineer L2

We’re an AI-first, hands-on support team for apps used by millions. We solve tough production issues, automate fixes, and turn every case into a product upgrade.

As a Technical Support Engineer, you’ll help keep our platform running smoothly, fast, and reliable. Our team builds strong, secure tech that gives customers a seamless experience every time.

What you will do

• Supporting customers by handling 2nd line technical inquiries and meeting SLAs during the evening (22:00–07:00 CET) shift.

• Reviewing logs in Kibana and troubleshooting issues using SQL and Postman.

• Conducting initial technical investigations and preparing escalation reports for developers.

• Updating and improving our product documentation based on real user feedback.

• Following up on escalated issues to ensure customer satisfaction and resolution.

• Building trusted customer relationships through clear, regular communication.

About you

• You have at least 1 year’s experience in 2nd line technical support, preferably in B2B.

• Your English is fluent, and you thrive on clear, supportive communication.

• You are patient, tolerant, and genuinely enjoy helping people.

• You are confident using Kibana, SQL, and Postman to analyze logs and data.

• Your approach is proactive, and you consistently follow up until issues are solved.

• You appreciate stable schedules and want to make a direct impact in a fast-growing company.

What’s in it for you

• Strong product with industry-best metrics. Adapty is among the top 5 fastest-growing SaaS companies.

• Career growth. Own critical areas, build a team and grow with us.

• Direct communication and ownership. No bureaucracy, no politics — just impact.

• Flexible remote work. Join us from anywhere, and deliver impressive results. We work as individual contractors — PTO, public holidays, and sick leave included.

• Benefits. English lessons, sports reimbursements, laptop coverage, and more.