Technical Support Engineer

About The Company
GrabJobs is a dynamic and innovative recruitment platform dedicated to transforming the hiring experience for companies and job seekers worldwide. Our platform leverages cutting-edge technology to streamline the recruitment process, making it more efficient, accessible, and user-friendly. With a strong focus on automation, AI integration, and data-driven insights, GrabJobs empowers organizations to find the right talent quickly and effectively. Our commitment to excellence and innovation has positioned us as a leader in the HR tech industry, serving thousands of clients across various sectors. We foster a collaborative, inclusive, and growth-oriented culture that encourages continuous learning and development, ensuring our team remains at the forefront of industry advancements.
About The Role
We are seeking a highly skilled and motivated Technical Support Analyst (L2) to join our remote-first team. In this role, you will be instrumental in providing advanced technical support to our diverse customer base, ensuring their technical issues are resolved efficiently and effectively. Your expertise will help maintain high customer satisfaction levels and contribute to the ongoing improvement of our platform. This position requires a proactive problem-solver with excellent communication skills and a passion for delivering exceptional service. As a key member of our support team, you will collaborate closely with engineering, sales, and product teams to troubleshoot complex issues, develop solutions, and enhance user experience. Availability on weekends may be required based on business needs, and you will have the opportunity to work in a flexible, fast-paced environment that values ownership and innovation.
Qualifications
The ideal candidate will possess at least five years of professional experience in technical customer support or related fields. A bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a similar discipline, or equivalent professional experience, is required. You should have a solid understanding of applied AI use cases such as inference, fine-tuning, and large language models (LLMs). Experience with software engineering or development, particularly in scripting, code analysis, and troubleshooting, is essential. Familiarity with operating systems like Linux/Ubuntu, containerization tools such as Docker, and SQL databases (MySQL, PostgreSQL) is highly desirable. Strong knowledge of network protocols (TCP/IP, HTTP/HTTPS, SSH, DNS) and experience reading and analyzing logs and code in Python will be advantageous. Excellent verbal and written communication skills are mandatory, along with the ability to work independently and as part of a team. Additional preferred skills include proficiency in Django, Flask, PyTorch, JavaScript frameworks, and deployment of AI/ML models as services or APIs.
Responsibilities
As a Technical Support Analyst (L2), your primary responsibilities will include providing expert-level support to customers through multiple channels such as email, phone, chat, and video calls. You will troubleshoot and resolve complex technical issues related to platform configuration, performance, functionality, compatibility, and code errors. Utilizing diagnostic tools, log analysis, scripting, and remote access, you will identify root causes and implement effective solutions or workarounds. Effective communication is crucial; you will keep customers informed about issue status and collaborate with internal teams including engineering, sales, and product management to ensure high satisfaction levels and gather valuable feedback for product improvements.
You will assist in troubleshooting escalated tickets, contribute to product development by relaying customer insights, and help develop technical documentation such as FAQs, manuals, and training materials. Your role will also involve analyzing system logs, performance metrics, and configurations to maintain platform stability and reliability. Supporting customers with software setup, installation, and customization tasks will be part of your scope. Familiarity with monitoring tools like Datadog and Grafana, as well as SQL databases and CRM tools, will enhance your effectiveness in this role.
Benefits
Joining GrabJobs offers a competitive salary range from $70,000 to $93,000 USD, commensurate with experience and qualifications. Employees receive meaningful equity in the company through stock options, allowing you to share in our growth and success. We provide comprehensive health benefits, including medical, dental, and vision plans, to support your well-being. Our flexible PTO policy enables you to take the time needed to recharge and maintain work-life balance. Most roles are remote-first, fostering an inclusive and collaborative environment supported by tools like Slack for internal communication.
We also offer a $1,200 USD home office and equipment stipend to help you set up a productive workspace from day one. Our culture emphasizes learning, ownership, and innovation, providing ample opportunities for professional growth. By joining our team, you become part of a passionate group at the forefront of AI infrastructure development, working on impactful projects that shape the future of technology.
Equal Opportunity
GrabJobs is committed to fostering a diverse and inclusive workplace where everyone is valued and respected. We are an equal opportunity employer, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or any other protected characteristic. We believe that diversity enhances our team and drives innovation. We welcome applications from candidates who are legally authorized to work in the United States. Please note that we are currently unable to sponsor employment visas. Our goal is to create a workplace where everyone can thrive and contribute to our shared success.

Work arrangement
Yes