L2 Technical Support Engineer

About the role We’re hiring a Level 2 (L2) Customer Support Specialist to own complex escalations and drive resolution end-to-end. You’ll work across Support (L1), Account Management, and Engineering, using strong critical thinking to diagnose issues, communicate clearly, and keep cases moving without guesswork or unnecessary escalation. This is a depth + ownership role (not a macro-only / volume role). What you’ll do Own L2 escalations: take over complex, high-impact, or sensitive tickets and drive them to resolution Investigate deeply: reproduce issues, validate expected vs. unexpected behavior, identify root cause Bridge Support ↔ Engineering: write clean, actionable technical summaries and keep communication accurate and approved Ticketing & workflow: manage escalation queues in Linear and maintain strong documentation and handoffs Backlog hygiene: maintain Mezmo backlog tracking for visibility, trend detection, and recurring issue surfacing Customer communication: deliver empathetic, business-ready responses; set boundaries diplomatically; avoid blame and overpromising Quality & process: contribute to SOPs and internal knowledge; flag incorrect internal guidance (Fin/Copilot) when found What we’re looking for 2+ years in SaaS support in an escalation-heavy environment (L2/Tier 2 or similar) Ability to read JavaScript code Strong troubleshooting and structured thinking (you can turn messy symptoms into a clear diagnosis) Excellent written English and calm customer handling under pressure Comfortable working with Linear (or similar) and maintaining clean ticket states, notes, and follow-ups Able to manage and prioritize a backlog with discipline (including Mezmo backlog tracking) High ownership: you don’t “pass along” problems - you close the loop Nice to have Experience with email deliverability / outbound sending tools / integrations Experience partnering closely with Engineering/Product on incident-level issues Background handling billing, abuse, compliance, or risk-sensitive cases What success looks like Faster resolution on complex cases with fewer back-and-forth cycles Clearer, more actionable escalations to Engineering Reduced repeat issues through root-cause focus and backlog trend surfacing Customers feel heard - even when the answer is “no” Apply with: a short note on your L2 experience + an example of a complex case you owned from investigation → resolution. Your skills might get you in the door. Your attitude gets you the job🎯 The fundamentals that separate winners from everyone else: 🎯 Be polite and courteous from the start. Greet the hiring person, use their name, acknowledge the outreach. Skipping basic courtesy is a bright red flag. 🎯 Only apply if you’re serious. If you won’t commit to a 3-4 step process, don’t apply. Dropping out due to “low motivation” wastes everyone’s time - especially yours. 🎯 Read the test task thoroughly. Follow every instruction and deliver everything requested. Submitting half the task screams checkbox thinking, not ownership. 🎯 Prepare what's required promptly. Momentum matters. Fast delivery signals intent, discipline, and reliability. At Instantly.ai, we do things instantly - no reminders needed. That bias for action is exactly why we dominate the market and never stop! 🎯 Bring energy, preparation, and enthusiasm to the final interview. Show up passionate and curious. Talk inspiring. Learn the company, ask relevant questions, take initiative. After you’re hired, self-serve first, then escalate with context. Own outcomes and go beyond expectations - promotions follow 🚀 The harsh reality? Most candidates miss the fundamentals of politeness, preparation, and pace. If you’re serious about building something meaningful and serving customers at the highest level - please apply!