ServiceDesk Engineer L2

Job Details

Department: Service Desk

Employment Type: Full Time

Location: Remote/Spain

Reporting To: Alexandr Chernov

Key Responsibilities

• Handle and troubleshoot requests from tech support and internal teams, including root cause analysis of complex issues (HTTP flows, API errors, web integrations, browser/client-side errors, performance problems).
• Standardize solutions, prepare and maintain clear instructions and playbooks for L1 and L2 engineers.
• Investigate product bugs and customer-facing errors, participate in their resolution together with Product and Engineering teams.
• Proactively analyze logs to identify root causes, performance bottlenecks, and unusual patterns.
• Analyze existing problems in production systems and set well‑defined tasks for Engineers to fix them.
• Automate routine and repetitive tasks to improve team efficiency.
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