To maintain platform stability and protect engineering teams, the full-time L2 Technical Support Specialist will independently troubleshoot complex core platform incidents, manage escalations, and mentor junior support staff in a remote environment. Key responsibilities Independently investigate and resolve complex platform requests related to user states and microservice communication failures Analyze logs and error stacks to localize software or database failures, generating detailed bug reports for L3/QA Develop technical runbooks and mentor junior engineers, ensuring high levels of independent ticket resolution Required qualifications 3+ years of experience in technical support (L2) or technical operations of B2B SaaS platforms Strong experience with log management tools like Kibana/OpenSearch and API testing tools such as Postman Ability to read and interpret technical error stacks to identify failures Advanced understanding of distributed session tracking and authentication layers Proficiency in issue tracking tools and SDLC frameworks, with a high level of autonomy in problem-solving