Technical Support (L2) Engineer
Primary stack
Nice to have's
Job description
About the Position
We are seeking a highly skilled Technical Support (L2) Engineer to join our dynamic team. As a Tech Support Engineer, you will play a crucial role in ensuring smooth operations and providing exceptional support to our clients. If you are passionate about technology, have a strong background in L2/L3 support or system administration, and possess excellent problem-solving abilities, then this is the perfect opportunity for you.
Responsibilities
- Collaborate closely with the 1st line support team to effectively communicate and resolve technical issues.
- Conduct in-depth research to identify and troubleshoot complex technical problems.
- Monitor system health and alerts, ensuring timely detection and response to incidents.
- Identify and report incidents to 3rd-party systems promptly and accurately, ensuring timely escalation and resolution.
- Proactively detect and investigate application errors, taking appropriate follow-up actions.
- Optimize and automate recurring tasks to improve efficiency and reduce manual efforts.
- Gather and analyze data for insightful analytics, contributing to data-driven decision-making.
- Foster effective communication and collaboration with other departments such as Dev, DevOps, and QA.
- Develop efficient tools for internal use to streamline processes and enhance productivity.
Requirements
- A minimum of 3+ years of experience in L2/L3 support (technical, not customer support, please, pay attention to this requirement before sending your CV).
- Proficiency in Linux/macOS operating systems with strong command-line skills.
- Experience with ticketing systems (Jira preferred, Zendesk, etc.).
- Solid understanding of web services (HTTP/HTTPS) and APIs, with hands-on experience troubleshooting REST/SOAP APIs using tools like Postman, cURL, or similar.
- Strong knowledge of JSON/XML formats and ability to analyze logs and debug issues involving structured data.
- Familiarity with logging tools such as Splunk, Kibana, or Grafana.
- Experience with monitoring tools such as Datadog, Sentry, Zabbix, or Prometheus.
- Experience in incident management processes, including incident handling, prioritization, escalation, and post-incident analysis.
- Experience in technical writing, including creating and maintaining documentation such as runbooks, troubleshooting guides, and knowledge base articles.
- Good understanding of version control systems (Git).
- Basic scripting skills (Python, Bash, PowerShell) with hands-on experience automating repetitive tasks and support processes.
- Excellent communication skills to effectively interact with clients and internal teams.
- Upper-intermediate or higher level of English proficiency.
Nice to Have
- Familiarity with AWS services and infrastructure.
- Basic understanding of databases, including writing SQL queries and troubleshooting (PostgreSQL, MySQL).
- BA/MA degree in a technical field.
We Offer
- Results-oriented startup mindset with a stable business model backed by a billion-dollar global travel company.
- Money, of course. Medical insurance. English courses. Cookies).
- Conferences, workshops, certifications refund.
- A friendly, professional, and high-skilled team working with the newest technologies.
- Flexible working hours and the ability to work 100% remotely. We also consider candidates who are citizens of Ukraine temporarily or permanently residing abroad.
- 24 working days of vacation + 6 covered sick days.
- A chance to help craft our tools, processes, and culture.
- A lab day once a month to dedicate to a project of your own or a study project.
- Opportunities for career growth.
About the Company
We are a tech team of adventurous travelers, once a part of YCombinator alumni - GetGoing Inc., founded in 2012 by Harvard, Stanford, and Berkeley graduates. We also raised ~$10M in venture capital from Silicon Valley.
In 2016 we joined BCD Travel (www.bcdtravel.com), a global corporate travel management company with annual sales of $25 billion, to bring our unique technology of hotel booking to BCD Travel’s products.
The product we develop is a B2B booking platform for business trips, which helps users book hotels, flights, and cars. It provides business travelers and their travel agents with detailed itineraries and the best booking options. Every day thousands of business travelers across the world use our software built on modern technology.
Speaking of technology, we use:
On FE: ES6 and React/Redux.
On BE: Python 3 and Clojure, as well as: Django, DRF, Celery, Gevent, aiohttp, Airflow, Postgresql, Redis, Memcache, RabbitMQ, ElasticSearch, Terraform, Ansible, Stackstorm, Splunk.
QA automation: Python + Selenium Webdriver + Pytest.
We have the stability and vast clientele of a global corporation and the pace and environment of a start-up. Our office is in Kyiv, but we also have fully remote employees throughout Ukraine.
As a team, we believe in freedom and responsibility and hire only mature people, able to find a balance between the two. However, it doesn’t mean we don’t have fun, because we do! We play kicker daily and often gather together for all-nighter board game championships.
We are currently expanding our team and are eager to get to know you!
Apply now
© BCD TripTech. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Ми команда затятих мандрівників, яка раніше була частиною GetGoing Inc, — учасника YCombinator, заснованого у2012-муроці талановитими випускниками Гарварду, Стенфорду та Берклі, яким вдалося отримати фінансування у ~$10M від найвпливовіших венчурних фондів Кремнієвої Долини.У2016-муми приєдналися до BCD Travel (www.bcdtravel.com), глобальної корпорації з організації корпоративних відряджень із щорічним оборотом у 25 млрд доларів. Їх зацікавила наша технологія бронювання готелів.Продукт, над яким ми працюємо, це платформа для бронювання готелів, перельотів та авто. Вона дає найширший вибір для бронювань та актуальну інформацію про перельоти та маршрути як співробітникам компаній-клієнтів, так і їх тревел агентам. Тисячі людей у відрядженнях від сотень компаній по всьому світу щодня використовують наш продукт.Щодо технологій, ми використовуємо:На фронтенді: ES6 and React/Redux.На бекенді: Python 3 and Clojure, а також: Django, DRF, Celery, Gevent, aiohttp, Airflow, Postgresql, Redis, Memcache, RabbitMQ, ElasticSearch, Terraform, Ansible, Stackstorm, Splunk.Ми зібрали найкраще: від великої корпорації — стабільність та величезну кількість клієнтів, а від стартапу — дух підприємництва та швидкість змін. Наш офіс знаходиться у Києві, але є й повністю віддалені співробітники по всій Україні й за її межами.Як команда, ми віримо у свободу та відповідальність, тому наймаємо лише психологічно зрілих людей, які можуть вдало балансувати між ними. Але це не означає, що в нас сумно, адже веселитися ми теж вміємо. Мало не щодня в нас запеклі бої у кікер, і досить часто ми засиджуємось до півночі над якоюсь цікавою настолкою.Зараз ми розширюємо команду і будемо раді знайомству з вами!We’re a tech team with a taste for adventure, rooted in the startup world. We cut our teeth at GetGoing Inc., a project born in 2012 from the minds of Harvard, Stanford, and Berkeley grads and backed by Silicon Valley to the tune of $10 million in venture capital.In 2016, we partnered up with BCD Travel, a global corporate travel management heavyweight with sales totaling $25 billion annually. Our mission? To bring our innovative hotel booking technology to BCD Travel’s platform.Our flagship product is a B2B booking platform tailored for business trips. It allows users to effortlessly book hotels, flights, and cars, providing detailed itineraries and top-tier booking options to both business travelers and their agents. Every day, our software, built on the latest tech, serves thousands of business travelers worldwide.On the tech front, we’re all about:ES6 and React/Redux on the frontend.Python 3 and Clojure on the backend, along with Django, DRF, Celery, Gevent, aiohttp, Airflow, Postgresql, Redis, Memcache, RabbitMQ, ElasticSearch, Terraform, Ansible, Stackstorm, and Splunk.We enjoy the stability and broad client base of a global corporation while maintaining the energy and innovation of a startup. Our home base is in Kyiv, but we’ve embraced remote work, with team members spread across Ukraine and abroad.We value freedom and responsibility, seeking mature individuals who can navigate both with ease. But don’t worry, it’s not all business here. We love kicking back with daily kicker matches and all-night board game marathons.As we continue to grow, we’re excited to welcome new team members aboard!