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 HTTP/API 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.

• 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 HTTP/API 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.

• 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.

Poderá encontrar o anúncio original publicado em: https://www.itjobs.pt/oferta/513415/l2\-l3\-support\-engineer

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