Level 2 Platform Support Engineer II

Cowbell Cyber Inc.

11d • Remote

About The Position

The Platform Support team at Cowbell provides technical expertise and product knowledge to support internal users and API partners. Our primary goal is to keep platform users productive, unblocked, and confident in their day-to-day operations.
This Level 2 role refers to the type and complexity of issues handled, not job seniority. Level 2 Platform Support Engineers bridge frontline support (Level 1) and advanced technical support and engineering teams, coordinating investigation, validation, and escalation to ensure issues are resolved efficiently.

Requirements

• Bachelor’s degree in a relevant field, or equivalent practical experience.
• Prior experience in a technical support, platform support, or software-adjacent role.
• Experience level may vary depending on demonstrated skills, judgment, and overall team needs.
• Experience troubleshooting and debugging software applications or platforms.
• Familiarity with incident management and escalation workflows.
• Ability to manage multiple issues in a fast-paced, evolving environment.
• Ability to clearly explain technical concepts to non-technical audiences, both verbally and in writing.
• A proactive, empathetic, and customer-focused mindset.
• Willingness to continuously learn new tools, systems, and workflows.
• Comfortable using developer assistance tools (such as GitHub Copilot, Cursor, and other LLM-based tools) to support troubleshooting, investigation, and understanding of code behavior.
• This role may require on-call availability based on business needs.
• Flexible working hours may be required, including coverage aligned with West Coast business hours, depending on assignment and operational needs.

Nice To Haves

• Exposure to support and observability tools such as Jira, Jira Service Management, FireHydrant, Datadog, Sentry, Logrocket, Postman, or similar tools is a plus, but not required. Team members are expected to learn and adapt to the tools used to support and operate the Cowbell Platform.

Responsibilities

• Issue Triage & Troubleshooting
• Ticket Ownership & Resolution
• Escalation & Incident Support
• Production Sync Coordination (Based on Experience & Assignment)
• Testing & Validation
• Platform Knowledge & Documentation
• Cross-Team Collaboration

Benefits

• Flexible PTO policy, 13 paid holidays in the US
• Company subsidized medical, dental, and vision insurance (90% for employee and eligible dependents)
• Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance
• Stock options in a rapidly scaling startup
• 401(k) program with employer matching
• Company paid basic Life, AD&D, STD & LTD and Voluntary benefits
• 16 weeks paid Parental Leave for all new parents
• Winner of Inc. Magazine’s Annual List of Best Workplaces for 2022 & 2023

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees