Level 2 Technical Support Engineer

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The Level 2 Technical Support Engineer provides advanced technical support for applications, systems, and infrastructure. This role handles escalated issues from Level 1 support, performs deep troubleshooting, and collaborates with engineering teams to resolve complex issues in a Node.js-based, MongoDB-backed environment. 

Key Responsibilities 

1. Incident & Issue Management

• Manage and resolve escalated tickets from L1 using Asana 
• Investigate recurring issues and identify root causes 
• Ensure SLAs are met for response and resolution times 
• Maintain clear and detailed ticket updates

2. Technical Troubleshooting

• Debug backend services built with Node.js 
• Analyze frontend issues in Vue.js applications 
• Review logs, error traces, and API responses 
• Troubleshoot REST API failures and integration issues 

3. Database Support

• Query and troubleshoot issues in MongoDB 
• Investigate data inconsistencies and performance bottlenecks 
• Write and optimize queries (aggregation pipelines, indexing) 
• Support data validation and integrity checks 

4. System & Application Support

• Support production and staging environments 
• Monitor application performance and uptime 
• Assist with deployments and release validation 
• Work with cloud infrastructure (e.g., AWS if applicable) 

5. Collaboration

• Escalate complex issues to engineering (L3) when needed 
• Work closely with developers to reproduce bugs 
• Translate technical findings into clear updates for stakeholders 
• Participate in incident reviews and postmortems 

6. Documentation & Knowledge Sharing

• Create and maintain knowledge base articles and runbooks 
• Document troubleshooting processes and resolutions 
• Contribute to continuous improvement of support workflows 

Required Technical Skills 

• Core 

• Strong analytical and troubleshooting skills 

• Experience using Asana for ticket/workflow management 

• Understanding of Linux/Unix environments 

• Networking fundamentals (HTTP/S, APIs, DNS, TCP/IP) 

• Backend & Scripting 

• Strong experience with Node.js 

• Ability to read/debug server-side JavaScript 

• Experience with API debugging (RESTful services) 

• Basic scripting for automation and troubleshooting 

• Frontend (Support-Level) 

• Familiarity with Vue.js 

• Ability to debug UI issues using browser dev tools 

• Understanding of component-based architecture 

• Database 

• Hands-on experience with MongoDB 

• Querying, indexing, and performance troubleshooting 

• Understanding of schema design and data modeling 

• Cloud & DevOps (Preferred) 

• Familiarity with AWS services (EC2, S3, CloudWatch) 

• CI/CD pipeline understanding 

• Exposure to Docker/Kubernetes (nice-to-have) 

Soft Skills 

• Strong communication (technical & non-technical) 

• Ability to work under pressure during incidents 

• Detail-oriented with strong documentation habits 

• Collaborative team player 

• Experience Requirements 

• 2–5 years in technical support, backend support, or software engineering 

• Experience supporting production systems 

• Exposure to debugging live applications 

• Nice-to-Have 

• Experience in microservices architecture 

• Automation scripting (Node.js or shell) 

• Prior SaaS or high-availability system experience