Technical Support Engineer – Cloud SaaS (L2/L3)

About the role

Join a fast‑growing cybersecurity project backed by a global leader. As a Technical Support Engineer (L2/L3) you will provide expert assistance for a cloud‑based SaaS platform that monitors external threats, dark‑web activity, and vulnerability exposure.

Key responsibilities

• Deliver Tier 2 and Tier 3 support to enterprise customers, handling complex incidents and escalations.
• Troubleshoot and resolve issues related to REST APIs, SaaS services, and distributed system components.
• Collaborate with product and engineering teams to reproduce bugs and drive root‑cause analysis.
• Develop and maintain automation scripts in Bash and Python to streamline support workflows.
• Integrate AI‑based tools into daily support processes to improve detection and response times.

Required profile

• 5+ years of experience in Tier 2/3 technical support for cloud SaaS products.
• Proven track record working directly with B2B enterprise customers.
• Strong analytical and diagnostic abilities with a process‑oriented mindset.
• Excellent written and spoken English communication skills.

Required skills

• REST API troubleshooting
• SaaS platform support
• Distributed systems debugging
• Public cloud platforms: AWS, Azure, GCP
• Scripting in Bash and Python
• AI integration in support workflows

What we offer

• Opportunity to work on cutting‑edge cybersecurity technology backed by a major industry player.
• Professional development programs, including English courses and technical training.
• Legal and career support for independent contractors.
• Transparent, stable environment with reliable client payments.