L2 Support Engineer
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Job Description
L2 Support Engineer resolving complex Zendesk escalations for Progress Partners’ global SaaS and mobile platforms. Auditing L1 support quality and improving workflows across remote, distributed teams.
Responsibilities:
- Handle complex support tickets escalated by the L1 Support team and escalate to L3 or L4 when required
- Maintain understanding of support processes, operational flows, products, and internal procedures
- Monitor daily ticket volumes, identify operational concerns or unusual patterns, and report important issues
- Perform quality control of L1 Support work through ticket reviews and bad rating audits
- Review and audit support macros, FAQs, automations, and triggers
- Maintain and optimize Zendesk workflows and internal support operations processes
- Assist L1 Support during major incidents, operational disruptions, high-volume periods, or Zendesk-related incidents
- Collaborate with Support Operations, QA, Product, and Development to investigate, document, and resolve technical issues
- Identify recurring customer pain points, operational inefficiencies, and technical issues and suggest improvements
- Contribute to support quality, response consistency, and operational efficiency as the company scales
Requirements:
- Proven experience in a technical or escalations support role, ideally handling L1-to-L2 escalations
- Hands-on experience with Zendesk or a comparable helpdesk platform
- Familiarity with macros, triggers, automations, and workflow configuration
- Strong troubleshooting and analytical skills
- Ability to investigate complex, ambiguous issues independently
- Experience reviewing others’ work through ticket audits and quality checks
- Ability to give structured, constructive feedback
- Clear written and verbal communication skills
- Ability to translate technical issues for customers and internal teams
- Calm, structured approach during incidents and high-volume periods
- Experience working cross-functionally with Product, Development, and QA teams is a plus
- Resume must be submitted in English
- Must be located within a ±4 hour range of Central European Time (CET)
Benefits:
- Remote-first: Live and work wherever you're happiest and most productive. No relocation, ever.
- Flexible hours: we measure outcomes, not time spent at a desk.
- Unlimited PTO
- Learning & development budget for courses, books, conferences, and certifications
- Home office & wellness allowance
- Small, senior, collaborative team
- Opportunity to build products used by millions of people across 160+ countries
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