Customer Support Engineer (L2/L3) — Product & Platform

About the role

We are looking for a Customer Support Engineer to act as the technical front line for clients running our product in their own environments. You will analyze and resolve complex issues in customer deployments — reading logs, capturing traffic, querying databases, reproducing problems in lab, and coordinating with our engineering team when a fix needs to ship.

This is a hands-on engineering role, not a ticket-routing one. We expect you to dig into Linux servers, inspect Kafka topics, write the SQL or PromQL query that confirms a hypothesis, and follow an incident through to resolution and documentation. You will be the person customers escalate to when the obvious things have already been tried.

Key Responsibilities

• Lead L2/L3 issue analysis and resolution in complex customer environments — production systems running Linux, Kubernetes, multiple databases, and message queues.
• Reproduce reported issues in internal lab environments; isolate root cause; propose workarounds and permanent fixes.
• Capture and analyze network traffic (Wireshark, tcpdump) and behavior (SoapUI, curl, Postman) to debug protocol-level issues.
• Investigate logs, metrics, and traces across the stack (Grafana, Kibana).
• Run targeted queries against MySQL, MongoDB, and ClickHouse to validate data integrity and confirm customer-reported anomalies.
• Coordinate with development teams on hotfixes and patches; track the fix from triage to delivery and confirm with the customer.
• Participate in a paid on-call rotation (~1 week in 4–5) for high-severity customer incidents.
• Maintain runbooks, knowledge-base articles, and post-incident reports. Drive improvements that prevent the same issue from being raised twice.
• Communicate clearly with customer technical contacts in English (written and spoken) — status updates, root-cause explanations, mitigation plans.

Must-have:

• 3+ years of experience as a Support / Production / SRE Engineer in a customer-facing or product-support context.
• Strong Linux fundamentals (Debian / Ubuntu / CentOS / RHEL): process inspection, systemd, networking, file systems, performance tools.
• Hands-on debugging with Wireshark / tcpdump, and tooling (SoapUI, Postman, or equivalent).
• Practical experience operating in containerized environments — Docker and Kubernetes (reading pod/event/controller logs, exec-ing into containers, understanding networking and ingress).
• Comfortable with at least one relational and one non-relational database — writing queries to investigate issues (MySQL, MongoDB, ClickHouse, Postgres, or similar).
• Working knowledge of message queues / brokers (Kafka, RabbitMQ, Beanstalk, or similar).
• Web/application server fundamentals (Apache, Nginx, OpenResty).
• Scripting in Bash and Python — enough to parse logs, automate repetitive checks, and write a reproduction script.
• Configuration management exposure (Ansible preferred).
• Calm, structured communication during incidents. English at a working level — written and spoken — for customer-facing interaction.
• Willingness to participate in a paid on-call rotation covering nights and weekends.

Nice-to-have:

• Experience with monitoring & visualization stacks (Grafana, Kibana).
• Caching and in-memory data stores (Redis, Dragonfly).
• Exposure to GitOps tooling (ArgoCD or FluxCD) — at least operationally: knowing what synced/out-of-sync means, how to roll back.
• Familiarity with telco / IoT / B2B product domains, or any environment with custom protocols (TR-069, USP, XMPP, DHCP, MQTT).
• Experience with cloud platforms (AWS / GCP / Azure).
• Prior contribution to runbooks, postmortems, or customer-facing knowledge bases.

To apply send your application to 

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