Technical Support Engineer - L2

📋 Description

• Advanced technical support for B2B SaaS in a remote, AI-driven financial services context
• Own escalations end-to-end: root cause, resolution, and customer confirmation
• Investigate issues across AI flows, voice integrations, REST APIs, webhooks, and banking connectors
• Debug using logs, transcripts, API traces, and observability tools
• Manage incident responses and post-mortems for compliance and customer leadership

🎯 Requirements

• 5+ years in technical or implementation support at a B2B SaaS company
• REST API and webhook debugging; architecture awareness
• Postgres/SQL: data queries and integrity validation
• Python scripting for diagnostics and tooling
• Observability platforms: OpenSearch, Kibana, Grafana, Datadog
• Voice channel familiarity: SIP, IVR, ASR error differentiation

🎁 Benefits

• Remote-first culture
• High ownership and AI innovation at the frontier of financial services
• Comprehensive benefits