Customer Support Engineer (L2/L3) — Product & Platform

Description

Summary: We are seeking a hands-on Customer Support Engineer to provide L2/L3 technical support for complex client deployments, involving deep analysis and resolution of product issues. Highlights: 1. Lead L2/L3 issue analysis and resolution in complex customer environments 2. Hands-on engineering role, not a ticket-routing one 3. Coordinate with development teams on hotfixes and patches About the role We are looking for a Customer Support Engineer to act as the technical front line for clients running our product in their own environments. You will analyze and resolve complex issues in customer deployments — reading logs, capturing traffic, querying databases, reproducing problems in lab, and coordinating with our engineering team when a fix needs to ship. This is a hands\-on engineering role, not a ticket\-routing one. We expect you to dig into Linux servers, inspect Kafka topics, write the SQL or PromQL query that confirms a hypothesis, and follow an incident through to resolution and documentation. You will be the person customers escalate to when the obvious things have already been tried. Key Responsibilities * Lead L2/L3 issue analysis and resolution in complex customer environments — production systems running Linux, Kubernetes, multiple databases, and message queues. * Reproduce reported issues in internal lab environments; isolate root cause; propose workarounds and permanent fixes. * Capture and analyze network traffic (Wireshark, tcpdump) and HTTP/API behavior (SoapUI, curl, Postman) to debug protocol\-level issues. * Investigate logs, metrics, and traces across the stack (Grafana, Kibana). * Run targeted queries against MySQL, MongoDB, and ClickHouse to validate data integrity and confirm customer\-reported anomalies. * Coordinate with development teams on hotfixes and patches; track the fix from triage to delivery and confirm with the customer. * Participate in a paid on\-call rotation (\~1 week in 4–5\) for high\-severity customer incidents. * Maintain runbooks, knowledge\-base articles, and post\-incident reports. Drive improvements that prevent the same issue from being raised twice. * Communicate clearly with customer technical contacts in English (written and spoken) — status updates, root\-cause explanations, mitigation plans. Must\-have: * 3\+ years of experience as a Support / Production / SRE Engineer in a customer\-facing or product\-support context. * Strong Linux fundamentals (Debian / Ubuntu / CentOS / RHEL): process inspection, systemd, networking, file systems, performance tools. * Hands\-on debugging with Wireshark / tcpdump, and HTTP/API tooling (SoapUI, Postman, or equivalent). * Practical experience operating in containerized environments — Docker and Kubernetes (reading pod/event/controller logs, exec\-ing into containers, understanding networking and ingress). * Comfortable with at least one relational and one non\-relational database — writing queries to investigate issues (MySQL, MongoDB, ClickHouse, Postgres, or similar). * Working knowledge of message queues / brokers (Kafka, RabbitMQ, Beanstalk, or similar). * Web/application server fundamentals (Apache, Nginx, OpenResty). * Scripting in Bash and Python — enough to parse logs, automate repetitive checks, and write a reproduction script. * Configuration management exposure (Ansible preferred). * Calm, structured communication during incidents. English at a working level — written and spoken — for customer\-facing interaction. * Willingness to participate in a paid on\-call rotation covering nights and weekends. Nice\-to\-have: * Experience with monitoring \& visualization stacks (Grafana, Kibana). * Caching and in\-memory data stores (Redis, Dragonfly). * Exposure to GitOps tooling (ArgoCD or FluxCD) — at least operationally: knowing what synced/out\-of\-sync means, how to roll back. * Familiarity with telco / IoT / B2B product domains, or any environment with custom protocols (TR\-069, USP, XMPP, DHCP, MQTT). * Experience with cloud platforms (AWS / GCP / Azure). * Prior contribution to runbooks, postmortems, or customer\-facing knowledge bases. To apply send your application to \ Poderá encontrar o anúncio original publicado em: https://www.itjobs.pt/oferta/513415/l2\-l3\-support\-engineer