Technical Support Engineer (L2)

The company is a service for managing email outreach infrastructure. We help customers register and connect domains, create mailboxes, and configure them to work with email-sending tools.

We are looking for two experienced technical support engineers who enjoy understanding how a product works, finding the causes of unusual issues, and gradually getting more involved in software development.

You will work at the intersection of customer support and the engineering team: handling complex support requests, carrying out technical diagnostics, and seeing issues through to resolution.

First-line support handles routine questions. Your responsibility will be cases that require examining logs, checking settings, understanding API behavior, or reading code. If a solution requires changes to the product or infrastructure, you will pass your investigation findings to developers and help verify the fix.

• Investigate technical support requests: reproduce issues, test hypotheses, and identify their root causes.

• Diagnose problems with domain registration and verification, DNS records, and the creation and connection of mailboxes.

• Investigate integration failures involving email providers and email outreach services, as well as authentication and access errors.

• Investigate issues with email sending and deliverability.

• Work with logs, APIs, internal tools, and data; write small scripts for diagnostics and automation.

• Resolve support requests independently within your scope of responsibility; involve developers or external provider support when needed.

• Clearly explain to customers and colleagues what is happening and what the next steps are.

• Contribute to the knowledge base, improve instructions, and hand over unresolved investigations to the next shift.

• Mailboxes have been created, but the required MX and SPF records have not appeared.

• A domain fails verification or is already linked to another Microsoft 365 tenant.

• After access permissions are changed, a mailbox stops connecting to an external service.

• A customer reports email deliverability problems: you need to gather information and investigate possible causes.

• The subscription status reported by a provider does not match the state of the mailboxes in the product.

• 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 is especially useful.

• Basic SQL knowledge and the ability to work carefully with data.

• Understanding of DNS and the fundamentals of how email works.

• English sufficient for written communication with customers, providers, and the team, as well as reading documentation.

• A responsible approach: honoring shift commitments, keeping request statuses up to date, and following tasks through to completion.

• Experience at a domain registrar, hosting provider, email service, or email outreach platform.

• Experience working with Google Workspace, Microsoft 365, and Cloudflare.

• Knowledge of SMTP, IMAP, SPF, DKIM, and DMARC, plus hands-on experience troubleshooting deliverability.

• Experience with cloud platforms, monitoring, Git, Node.js, or NestJS.