Application - Support & Development Engineer (L2) - Freelance (W/M/X)

Support (50%)

Resolve advanced L2 tickets: database usage, SQL queries, source code review

Investigate complex incidents, access the code, and understand how it works

Apply targeted code changes to resolve incidents

Standard ticket management: validate, qualify, and track incidents through to resolution

Provide second-line support to users and other support teams

Manage and maintain product catalog/taxonomy attributes across internal platforms

Modify and administer Freshdesk at the scripting/code level

Keep technical documentation up to date: L2 articles, specifications, user guides for bug fixes and new features

Development (50%)

Create endpoints for the team's internal platforms and tools to streamline manual L3 tasks

Fix bugs and handle small development tasks across the team's product scope (PHP and/or .NET)

Build internal support tools

Develop AI-powered tools for Support (MCP projects)

Contribute ideas and prototypes for applying AI to support processes