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