Merchant Happiness Engineer (L2)

About the role

As a Customer Support Engineer (L2), you will own complex technical support issues, lead incident response during production crises, and ensure operational stability across services. You will act as the primary escalation point for L2 cases and work closely with backend engineering, product, and operations teams to improve system reliability.

This role operates on a 7-day support rotation with scheduled days off and compensated overtime when required.

Key Responsibilities

• Own and resolve complex technical tickets within SLA
• Lead production incident handling as issue commander
• Monitor alerts and overall service health across systems
• Provide clear, structured escalation to backend engineering (L3)
• Guide and mentor L2 engineers on debugging and incident handling
• Ensure quality and consistency of L2 investigations and resolutions
• Execute and oversee approved recurring operational tasks
• Drive post-incident reviews and identify preventive improvements
• Maintain documentation, runbooks, and operational SOPs

Requirements

• 2-4 years of experience in technical or production support roles
• Strong experience debugging production systems and incidents
• Proficient in SQL for investigation and data validation
• Hands-on experience with monitoring, logs, and alerting tools
• Experience working with Jira, Zendesk, or similar systems
• Strong communication skills with both technical and non-technical stakeholdersa
• Comfortable working in shift-based and incident-driven environments

Nice to Have

Experience leading on-call or incident response rotations

Background in fintech, payments, or high-volume transaction systems

Familiarity with cloud infrastructure (AWS/GCP)

Experience collaborating closely with product and engineering teams