Level 2 Support & Integration Engineer

About the role

The Level 2 Support & Integration Engineer resolves complex customer issues, especially around API integration and custom reporting, ensuring only genuine defects reach the Development team. The role also guides clients through technical onboarding and mentors the Level 1 support team.

Key responsibilities

• Investigate, troubleshoot and resolve complex issues escalated from Level 1, focusing on API integration and custom reporting.
• Analyze logs, API requests/responses and data to identify root causes and separate configuration or usage problems from product defects.
• Manage technical support emails, communicate clearly with both technical and non‑technical audiences, and keep customers updated until issues are closed.
• Document resolved issues, create reproducible test cases, and maintain knowledge‑base articles, troubleshooting guides and FAQs.
• Provide technical guidance during client onboarding, review integrations for compliance, and support testing environments.
• Train and mentor Level 1 staff, act as the escalation point, and hand off confirmed defects to Development with full context.

Required profile

• Bachelor's degree in Computer Science, Software Engineering, Information Systems or related field.
• 3–5 years of experience in technical/application support or integration engineering, with at least 2 years at Level 2 or higher.
• Proven experience supporting clients through API integration and onboarding.

Required skills

• Strong knowledge of RESTful APIs, JSON, XML, OAuth 2.0, API keys, JWT and webhooks.
• Hands‑on use of API testing tools such as Postman and browser developer tools.
• SQL querying for data investigation and reporting issues.
• Ability to read application logs and use monitoring tools for tracing problems.
• Familiarity with ticketing and knowledge‑base platforms (e.g., Jira, Jira Service Management, Confluence).
• Basic scripting experience in Python or JavaScript (a plus).