Application - Support & Development Engineer (L2)

📄 JOB DESCRIPTION

As a Support & Development Engineer, you will join the Support L2 team, a transversal function that acts as a bridge between support agents and L3 development teams. The role combines 50% advanced incident resolution and 50% development of small features, internal tools, and automations, with the goal of increasing the support team's technical autonomy.

🎯 TASKS

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

👉 MUST HAVE skills

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

👉 NICE TO HAVE skills

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

✅ BENEFITS

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.

⚙️RECRUITMENT PROCESS

1️⃣ 30-minute HR Screen with a Veepeeᵀᵉᶜʰ Recruiter
2️⃣ Technical exchange with a Tech Lead
3️⃣Technical exchange with an Architect
4️⃣Team Interview