Technical Support Engineer (L2)

OnHires

4d

About The Position

The Technical Support Engineer works at the intersection of customer support and engineering, handling complex support requests that require technical diagnostics and following issues through to resolution. First-line support handles routine questions; this role focuses on cases that require examining logs, checking settings, understanding API behavior, or reading code. When a solution requires product or infrastructure changes, the engineer shares investigation findings with developers and helps verify the fix.

The company provides a service for managing email outreach infrastructure, helping customers register and connect domains, create mailboxes, and configure them to work with email-sending tools. The role also includes explaining issues and next steps to customers and colleagues, improving support documentation, and handing over unresolved investigations to the next shift.

Requirements

• Experience in L2/L3 technical support, SaaS operations or support, system administration, or software development involving troubleshooting user-reported issues.
• Ability to investigate issues independently by gathering facts, isolating problems, and verifying solutions.
• Understanding of HTTP, REST APIs, JSON, authentication principles, and how web services interact.
• Confidence working with logs, the command line, and tools such as curl or Postman.
• Ability to read other people’s code and write small scripts in at least one programming language.
• Basic SQL knowledge and the ability to work carefully with data.
• Understanding of DNS and the fundamentals of how email works.
• English proficiency sufficient for written communication with customers, providers, and the team, and for reading documentation.
• Responsible approach to honoring shift commitments, keeping request statuses up to date, and following tasks through to completion.

Nice To Haves

• Experience at a domain registrar, hosting provider, email service, or email outreach platform.
• Experience working with Google Workspace, Microsoft 365, and Cloudflare.
• Knowledge of SMTP, IMAP, SPF, DKIM, and DMARC, and hands-on experience troubleshooting deliverability.
• Experience with cloud platforms, monitoring, Git, Node.js, or NestJS.
• JavaScript/TypeScript skills are especially useful.

Responsibilities

• Investigate technical support requests by reproducing issues, testing hypotheses, and identifying root causes.
• Diagnose problems with domain registration and verification, DNS records, and mailbox creation and connections.
• Investigate integration failures involving email providers and outreach services, as well as authentication and access errors.
• Investigate email-sending and deliverability issues.
• Work with logs, APIs, internal tools, and data, and write small scripts for diagnostics and automation.
• Resolve support requests independently within the role’s scope, involving developers or external provider support when needed.
• Clearly explain issues and next steps to customers and colleagues.
• Contribute to the knowledge base, improve instructions, and hand over unresolved investigations to the next shift.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed