Customer Support Analyst

L2 Developer Support Engineer / Technical Support Specialist

We are looking for an L2 Developer Support Engineer / Technical Support Specialist with a strong troubleshooting and analytical mindset. The role involves investigating technical issues, analyzing logs and APIs, communicating findings to partners, and owning issues through resolution.

Key Responsibilities

• Provide L2 technical support for a high-volume messaging platform.
• Investigate issues using logs, REST APIs, JSON, webhooks, and Postman.
• Perform deep technical troubleshooting and resolve issues with minimal L3 escalation.
• Communicate technical findings clearly through business-friendly emails.
• Manage incidents according to P0/P1 SLAs and own issues through resolution.
• Identify root causes, document defects, and work closely with Engineering teams.
• Analyze high-volume system logs and trace issues end-to-end.
• Gradually develop skills in Java, scripting, and simple code fixes.

Must-Have Skills

• 2+ years of experience in Technical/Developer Support.
• Strong understanding of REST APIs, JSON, and Webhooks.
• Hands-on experience with Postman and log analysis/troubleshooting.
• Ability to read and understand code in any programming language.
• Strong analytical and problem-solving skills with a root-cause investigation mindset.
• Excellent written and verbal communication skills, especially explaining technical issues to non-technical stakeholders.
• Ability to troubleshoot issues by tracing requests/messages across APIs and system logs.
• Strong ownership and customer/partner-focused approach.

Good to Have

• Experience supporting Android, iOS, or mobile applications.
• Basic Java programming or scripting experience.
• Experience testing on physical mobile devices.
• Experience with on-call, real-time, or high-volume production support.
• Familiarity with Buganizer or similar defect-tracking tools.
• Understanding of mobile messaging ecosystems and platforms such as Android/Google Messages.