Technical Support Agent (L2)

Indonesia, India, Kenya

About the role:
We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction.
As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.

Key Responsibilities
* Technical Analysis & Troubleshooting: Execute pre-approved fix procedures, including service restarts, Merge Request (MR) merges, storage management, and capacity adjustments within documented guidelines.
* Log & Code Investigation: Analyze complex system logs and leverage Python scripting to diagnose backend failures, evaluate system errors, and identify root causes or workarounds.
* Platform Operations: Operate directly within GitLab and Kubernetes environments to apply controlled configuration changes while respecting boundaries between reversible and non-reversible database actions.
* Escalation & Cross-Functional Collaboration: Collaborate closely with Engineering, QA, Infrastructure, and Product teams. Work on confirming product defects and escalate issues with complete technical evidence and diagnostic findings.
* Client & Expectation Management: Communicate directly with clients to explain complex technical concepts, manage expectations, and provide clear, concise solutions with a high level of customer empathy.
* Ticket & Incident Workflow: Efficiently manage, track, and document issues in modern ticketing tools following standard Incident, Change, and Problem Management frameworks.
* Documentation & Process Improvement: Document investigations, root causes, workarounds, and knowledge-base articles. Continuously refine support processes, guidelines, and monitoring practices to elevate team efficiency.

Requirements & Qualifications
* Technical Experience: 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development.
* Minimum 1 year of experience in an L2 Technical Support role, with hands-on experience troubleshooting and resolving complex technical issues.
* Programming & Scripting: Demonstrated proficiency in reading, writing, and executing Python code and general operational scripting.
* Mandatory Tooling: Hands-on experience navigating and executing tasks within GitLab (or GitHub) and Kubernetes environments.
* System Administration: Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.
* Risk & Action Awareness: Demonstrated understanding of live database environments and the critical difference between reversible and non-reversible system actions.
* Communication & Roster: Excellent written and spoken English skills (verified via assessment). Full flexibility to work a 24/7 staggered 5-day schedule (day/night rotations, weekends, and holidays).
* Experience working in controlled, high-compliance software environments (e.g. banking, government, aviation/airports), following strict security, access, change-management, and operational procedures.

Nice-to-Haves / Bonus Points
* Experience or knowledge supporting Computer Vision or Machine Learning platforms.
* Exposure to enterprise monitoring tools (e.g., Grafana, Datadog) and ITSM frameworks (Incident/Change Management).

What we offer:
* Work from home (WFH) arrangement.
* A supportive, collaborative, and high-performance environment at work that supports a life outside work.
* A set of international clients with high standards of excellence.
* An international team.
* Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
* Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

How We Operate / Our Values:
* Treat others as you would like to be treated
* Do what you say you’re going to do. Show, don’t tell
* Prioritize the listener
* Focus on the facts
* If this sounds interesting to you, join us by clicking on Apply!
* Employment type: Full-time only, 44 hours per week.

IMPORTANT NOTES:
* This role is only open to applicants from Kenya, India and Indonesia
* Influx never asks candidates to make any payment throughout the entire recruitment process.
* Successful candidates will be contacted only through email ending with @influx.com