Customer Support Engineer (L2)
About this role
About the role
As a Customer Support Engineer (L2), you will own complex technical support issues, lead incident response during production crises, and ensure operational stability across services. You will act as the primary escalation point for L2 cases and work closely with backend engineering, product, and operations teams to improve system reliability.
This role operates on a 7-day support rotation with scheduled days off and compensated overtime when required.
Key Responsibilities
- Own and resolve complex technical tickets within SLA
- Lead production incident handling as issue commander
- Monitor alerts and overall service health across systems
- Provide clear, structured escalation to backend engineering (L3)
- Guide and mentor L2 engineers on debugging and incident handling
- Ensure quality and consistency of L2 investigations and resolutions
- Execute and oversee approved recurring operational tasks
- Drive post-incident reviews and identify preventive improvements
- Maintain documentation, runbooks, and operational SOPs
Requirements
- 2-4 years of experience in technical or production support roles
- Strong experience debugging production systems and incidents
- Proficient in SQL for investigation and data validation
- Hands-on experience with monitoring, logs, and alerting tools
- Experience working with Jira, Zendesk, or similar systems
- Strong communication skills with both technical and non-technical stakeholdersa
- Comfortable working in shift-based and incident-driven environments
Nice to Have
- Experience leading on-call or incident response rotations
- Background in fintech, payments, or high-volume transaction systems
- Familiarity with cloud infrastructure (AWS/GCP)
- Experience collaborating closely with product and engineering teams
Company at a glance
BukuWarung is a Y-Combinator backed technology company that is building digital infrastructure for 60 million MSMEs in Indonesia. BukuWarung's vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using our technology platform, starting with bookkeeping and digital payments.
BukuWarung is backed by top tier VCs in Southeast Asia and globally: Valar Ventures, Goodwater Capital, rocketship.vc, Y-Combinator, East Ventures, Quona Capital, AC Ventures, Soma Capital, Golden Gate Ventures, HOF Capital, GMO Venture Partners, Venture Souq, Tanglin Venture Partners, DST Global Partners, and strategic angel investors
Top Benefits
- Compensated overtime
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