Application - Support & Development Engineer (L2)

Support (50%)

• Resolve advanced L2 tickets: database usage, SQL queries, source code review

• Investigate complex incidents, access the code, and understand how it works

• Apply targeted code changes to resolve incidents

• Standard ticket management: validate, qualify, and track incidents through to resolution

• Provide second-line support to users and other support teams

• Manage and maintain product catalog/taxonomy attributes across internal platforms

• Modify and administer Freshdesk at the scripting/code level

• Keep technical documentation up to date: L2 articles, specifications, user guides for bug fixes and new features

Development (50%)

• Create endpoints for the team's internal platforms and tools to streamline manual L3 tasks

• Fix bugs and handle small development tasks across the team's product scope (PHP and/or .NET)

• Build internal support tools

• Develop AI-powered tools for Support (MCP projects)

• Contribute ideas and prototypes for applying AI to support processes

• Knowledge of PHP with frameworks like Symfony or C# and .NET Core frameworks

• Strong knowledge of SQL (joins, diagnostic queries) and familiarity with PostgreSQL

• Ability to read/understand code and troubleshoot to eliminate bugs

• Ability to document and communicate technical solutions to non-technical users

• Excellent analytical skills, autonomy, and initiative

• Strong interpersonal skills, comfortable working with cross-functional, interdisciplinary teams

• Experience using version control systems like Git and comfortable working with branches

• Fluent written and spoken English

• Proactive, versatile, and not afraid of challenges or moving between code and user-facing support

• Previous experience in L2/L3 technical support roles

• Experience monitoring deployments/products through Kibana and Grafana

• Experience with product taxonomy/catalog management

• Interest or experience in applied AI / automation (MCP, AI-assisted scripting)

• Experience with Freshdesk or similar ticketing platforms

• Experience in frontend technologies such as React, Vue, CSS

• Knowledge of DDD/Hexagonal Architecture

• Variable bonus;
• The dynamic and creative environment within international teams;
• The variety of self-education courses on our e-learning platform;
• Participation in meetups and conferences locally and internationally;
• Flexible Office with up to 2 days at home.