Technical Support Engineer, L2

OnHires

. Investigate technical support requests by reproducing issues, testing hypotheses, and identifying root causes .

Posted 11/9/2026full-timeRemoteMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical support issues, particularly in SaaS environments, with a strong understanding of HTTP, REST APIs, and email systems. Proficient in writing diagnostic scripts and working with logs and data to resolve user-reported problems effectively.

Highest-signal resume keywords

L2/L3 Technical Support ExperienceSaaS Operations/SupportHTTP, REST APIs, JSON UnderstandingJavaScript/TypeScript ScriptingBasic SQL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingEmail DeliverabilityDNS UnderstandingLog AnalysisCommand Line ProficiencyDiagnostic ScriptingData HandlingAuthentication PrinciplesIntegration InvestigationEmail System Fundamentals

Soft Skills

Independent Problem SolvingClear CommunicationResponsibilityAttention to Detail

Tools & Technologies

CurlPostmanGoogle WorkspaceMicrosoft 365CloudflareGitNode.jsNestJS

Industry Keywords

Domain RegistrationEmail ServiceEmail Outreach PlatformMonitoringSMTPIMAPSPFDKIMDMARC

Tech Stack

Tools & technologies

CloudDNSJavaScriptNode.jsSMTPSQLTypeScript

About the role

Key responsibilities & impact

Investigate technical support requests by reproducing issues, testing hypotheses, and identifying root causes
Diagnose domain registration and verification, DNS records, and mailbox creation and connection problems
Investigate integration failures involving email providers, email outreach services, authentication, and access
Investigate email sending and deliverability issues
Work with logs, APIs, internal tools, and data; write small diagnostic and automation scripts
Resolve support requests independently within scope and involve developers or external provider support when needed
Explain issues and next steps clearly to customers and colleagues
Contribute to the knowledge base and improve instructions
Hand over unresolved investigations to the next shift
Pass investigation findings to developers and help verify product or infrastructure fixes

Requirements

What you’ll need

Experience in L2/L3 technical support, SaaS operations/support, system administration, or software development involving troubleshooting of user-reported issues
Ability to investigate issues independently: gather facts, isolate the problem, and verify the solution
Understanding of HTTP, REST APIs, JSON, authentication principles, and how web services interact
Confidence working with logs, the command line, and tools such as curl or Postman
Ability to read other people’s code and write small scripts in at least one programming language; JavaScript/TypeScript especially useful
Basic SQL knowledge and ability to work carefully with data
Understanding of DNS and fundamentals of how email works
English sufficient for written communication with customers, providers, and the team, as well as reading documentation
Responsible approach to shift commitments, request status updates, and following tasks through to completion
Nice to have: experience at a domain registrar, hosting provider, email service, or email outreach platform
Nice to have: experience with Google Workspace, Microsoft 365, and Cloudflare
Nice to have: knowledge of SMTP, IMAP, SPF, DKIM, and DMARC, plus hands-on deliverability troubleshooting
Nice to have: experience with cloud platforms, monitoring, Git, Node.js, or NestJS