Support Engineer

Virtual Vocations Inc

As a full-time Level 2 Support Engineer working remotely, the successful candidate will manage complex customer issues, perform deep technical investigations, and collaborate with cross-functional teams to enhance support processes and tooling. Key responsibilities Act as the escalation point for complex customer issues, identifying mitigation strategies and safe fixes Reproduce issues and analyze contributing factors across code, configuration, and data Produce clear incident summaries and root cause documentation for engineering handoff Required qualifications Experience in Level 2 technical support or technical support engineering Proficiency in reading and modifying production code in JavaScript and Ruby Strong SQL skills for investigation and data validation using Postgres Ability to collaborate with cross-functional teams, including AI development and Engineering Exceptional organizational skills to track multiple escalations and ensure resolution

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Vacancy posted 11 hours ago

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