About the Position

Senior Support Engineer (L2)

Join Intellias as a Senior Support Engineer (L2) for a Fortune 500 Consumer Goods Producer and Retailer, focusing on digital and eCommerce support.

Responsibilities

Take an active part in issue resolution of any complexity, severity, or scale
Set up new e-commerce websites on production environment, ensuring smooth deployment and functionality
Reconfigure components of e-commerce websites via CMS’s on production environment
Be a reliable, friendly, and trustworthy frontline of the support/service desk
Respond and react to incoming issue requests
Assist and help users resolve their issues
Extract and collect issue details from users
Provide consultations and advice to users
Report any out-of-scope issues that cannot be resolved
Take part in issue escalation and progress tracking
Gather and report issue occurrence and resolution statistics
Elaborate ideas on improving and optimizing support activities
Ensure enterprise systems and business continuity
Process, analyze incidents, and monitor their fixing
Be ready to take a role of Incident Manager in case of Major Incidents
Ensure that RCA is provided/documented for each critical incident (Postmortem)
Provide communication with the external vendor
Concentrate on providing the best value for users
To be ready for a 24*7 teamwork, 10h shift

Requirements

2-3 years of experience as a L2/L3 support specialist
Bachelor’s or master’s degree in Computer Science or related fields
Strong experience with Magento 2.4 is a big plus
Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc
Experience with MS Azure, AWS, or Google Cloud will be a plus
Hands-on experience in application or web application support
Good understanding of SQL
Experience with Postman
Good understanding of HTTP Technologies
Good TCP/IP knowledge
Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)
Experience with REST API
Understanding of CI/CD process and implementation experience
Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices
Experience using Service Desk and task management software: JIRA, Confluence, ServiceNow, etc
Strong communication skills, soft skills, and stress-resistance is a must
Good English level is required, both spoken and written (B2)
Empathy, psychology, and trusted communication building skills are a plus
The role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position.

Nice to Have

Experience working in large or enterprise-level organizations
Familiarity with corporate processes, compliance rules, and structured communication channels
Understanding of ITSM frameworks (e.g. ITIL) and adherence to Change, Incident, and Problem Management procedures
Experience operating within environments that require strict documentation, traceability, and approval flows
Ability to collaborate effectively across multiple teams and departments (e.g. Development, QA, Operations, Business stakeholders)
Awareness of security, privacy, and governance standards typical for global companies
Strong understanding of escalation paths, reporting lines, and responsibility segregation
Ability to balance speed of issue resolution with compliance to organizational policies

We Offer

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.

We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.

We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

About the Company

Over 20 years of market experience, Intellias brings together technologists, creators, and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

Skills

Postman
REST API
TCP/IP

Senior Support Engineer (L2)

Job description

About the Position