L2 Technical Support Engineer

Role Overview : Iota is seeking a highly skilled Technical Support Engineer (Level 2) with strong hands-on expertise and a customer-first mindset. This role is responsible for end-to-end ownership of technical issues, from initial investigation through resolution, ensuring a seamless customer experience. The ideal candidate will bring deep technical troubleshooting capabilities across AWS infrastructure, back-end applications, mobile ecosystems, and cloud storage environments, along with the ability to engage directly with customers and internal stakeholders. Key Responsibilities : - Provide Level 2 technical support via video calls, phone, email, chat, and on-site engagements - Take full ownership of customer issues, managing them from diagnosis to resolution and closure - Investigate and troubleshoot complex technical problems across : a. Application & data layers (including mobile applications) b. Cloud storage systems (AWS) c. Cloud environments (AWS) Servers & Network - Backend services & Databases (PostgreSQL, Redis, Kafka, NestJS, Elasticsearch) - Troubleshoot issues related to mobile applications (iOS/Android) and hybrid apps where applicable - Reproduce and analyse issues in controlled environments to identify root causes - Document, track, and manage support cases using ticketing systems (e.g., JIRA or ServiceNow or Similar) - Maintain accurate records of troubleshooting steps, resolutions, and customer interactions - Communicate proactively with customers and partners, providing regular updates - Collaborate with engineering, product, and sales teams to resolve escalations - Ensure adherence to defined SLAs and KPIs, maintaining high customer satisfaction - Provide on-site technical support when required - Work flexible hours (overlap with US time) to support global customers and critical incidents Required Qualifications & Skills (Must Have) : - Strong hands-on experience with : a. AWS cloud services (EC2, S3, RDS, etc.) b. Android and iOS native apps & platforms (at least 1) c. PostgreSQL, Elasticsearch, Redis, Kafka, Queues (at least 3) - Experience with : a. CRM/ticketing systems (e.g., ServiceNow, Zendesk, Jira) b. Application, OS, network, and mobile layers c. Query execution and performance diagnostics - Familiarity with monitoring tools : a. Prometheus, Grafana, AWS CloudWatch (at least 1) - Excellent verbal and written communication skills - Proven experience in customer-facing roles - Ability to work independently under pressure - Fluency in English (written and spoken) Preferred / Good to Have Skills : - Knowledge of Hybrid Mobile App Frameworks : - React Native or Flutter - Hands-on experience with : - Python and/or NestJS and/or Angular development or debugging - Understanding of : - APIs, SQL and system integrations Nice to Have : - Experience with Mobile Device Management (MDM) solutions - Exposure to digital forensics tools - Knowledge of legal tech tools or workflows - Familiarity with : - iOS/Android ecosystem internals - Hex-level data or low-level debugging - Relevant technical certifications What Success Looks Like : - High-quality resolution of technical issues within SLA timelines - Strong customer satisfaction and positive feedback Role Overview : Iota is seeking a highly skilled Technical Support Engineer (Level 2) with strong hands-on expertise and a customer-first mindset. This role is responsible for end-to-end ownership of technical issues, from initial investigation through resolution, ensuring a seamless customer experience. The ideal candidate will bring deep technical troubleshooting capabilities across AWS infrastructure, back-end applications, mobile ecosystems, and cloud storage environments, along with the ability to engage directly with customers and internal stakeholders. Key Responsibilities : - Provide Level 2 technical support via video calls, phone, email, chat, and on-site engagements - Take full ownership of customer issues, managing them from diagnosis to resolution and closure - Investigate and troubleshoot complex technical problems across : a. Application & data layers (including mobile applications) b. Cloud storage systems (AWS) c. Cloud environments (AWS) Servers & Network - Backend services & Databases (PostgreSQL, Redis, Kafka, NestJS, Elasticsearch) - Troubleshoot issues related to mobile applications (iOS/Android) and hybrid apps where applicable - Reproduce and analyse issues in controlled environments to identify root causes - Document, track, and manage support cases using ticketing systems (e.g., JIRA or ServiceNow or Similar) - Maintain accurate records of troubleshooting steps, resolutions, and customer interactions - Communicate proactively with customers and partners, providing regular updates - Collaborate with engineering, product, and sales teams to resolve escalations