L2 support specialist

About the Position

We are seeking an experienced L2 Support Specialist to join our team in a rapidly growing SaaS company and one of the highest volume cold email tools out there.

Location: Remote

Level: Middle

Department: Support

Employment Type: Full-time

About the Company

Instantly is a sales automation SaaS that helps B2B companies grow. Launched only one year ago, Instantly already has 5000+ companies using the tool to grow their business and get more leads. Instantly is considered to be one of the fastest-growing bootstrapped startups in Europe.

Instantly helps you scale your outreach campaigns through unlimited email sending accounts, unlimited warmup, and smart AI.

Responsibilities

• Investigate and troubleshoot issues escalated by L1 support team in a timely manner
• Track and analyze logs in Mezmo
• Communicate directly with the engineering team and 3rd party services tech support
• Manage and report critical incidents to the engineering team and determine the course of action
• Use SQL queries to analyze incidents
• Share information and expertise regarding recent results of your research, fixes, and best practices in a proactive manner
• Be able to investigate issues on your own by leveraging all available resources to provide a meaningful response
• Follow up with Jira tickets

Requirements

• 1+ year of proven work experience in SaaS
• Basic understanding of JavaScript
• Proven experience of work with logs tracking platforms like Grafana, Kibana, Prometheus, Mezmo
• Experience of work with Intercom/Zendesk
• Experience of work with Atlassian Jira
• Proven experience of work with SQL
• Big plus is an experience with Microsoft Azure
• Big plus is an experience with Elasticsearch
• Being proactive
• Critical thinking
• Good eye for the detail

Perks & Benefits

• Opportunity to work with a rapidly growing SaaS company in a dynamic industry
• Chance to work with a talented and passionate team of professionals
• Competitive salary and benefits package
• Opportunity for career growth and advancement
• Casual and dynamic work environment
• Opportunity to make a meaningful impact in the success of our platform

Apply Now

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