Support Engineer (L2) - Developer Track | SaaS Startup

Responsibilities

• Own the L1 support queue (9am–1pm): triage, respond to, and resolve customer-facing technical issues independently
• Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers
• Navigate and debug an existing proprietary codebase you didn't write — quickly and without extensive guidance
• Shift into feature development and deeper technical work in the afternoons as ramp-up progresses
• Communicate ticket status and blockers proactively — without waiting to be asked
• Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure
• Who This Role Is For
• You're a problem solver. When handed an unfamiliar system with a bug and no documentation, your instinct is to dig in — not to wait for someone to walk you through it. You'll resolve 3–5+ bugs per day, not one or two. You think in 30-minute sprints, not multi-hour deep dives. Speed is the filter for this role — not…
• Specifically, you
• Target 3+ resolved tickets daily during normal periods, scaling to 5+ during demand spikes — carry-over is the exception, not the habit

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