Level 2 Support Engineer

🕒 Julho 27

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StrongMind

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2001

📚 Educação

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

A StrongMind é uma empresa de educação K-12 que fornece soluções de aprendizagem digital, currículo e serviços para escolas e famílias. Oferece um currículo digital adaptativo e envolvente e uma plataforma tecnológica voltada para o fortalecimento dos resultados dos alunos e a simplificação do aprendizado digital K-12, juntamente com marketing de matrícula e serviços de apoio. A StrongMind também fornece um produto de educação domiciliar para famílias com currículo integrado e orientação diária de planejamento.

Descrição

• Act as the escalation point for complex customer issues, identifying mitigation, workarounds, or safe fixes • Reproduce issues and analyze contributing factors across code, configuration, and data • Dive into production code (JavaScript, Ruby) and databases (Postgres) to investigate and validate problems • Produce clear incident summaries, root cause documentation, and engineering-ready handoff packages • Partner with the AI development team to guide the evolution of internal support tools • Collaborate with Support and Engineering teams to improve workflows, tooling, and customer outcomes

🎯 Requisitos

• Experience in Level 2 technical support or technical support engineering • Strong debugging skills and comfort in ambiguous, fast-moving production environments • Proficiency in reading and modifying production code in JavaScript and Ruby • Strong SQL skills for investigation and data validation using Postgres • Excellent written and verbal communication, capable of translating complex technical findings • Exceptional organization skills, with the ability to track multiple escalations and follow through to resolution • Comfort collaborating with cross-functional teams, including AI development and Engineering • Bonus points if you also have: • Experience supporting SaaS products, APIs, integrations, and background processing • Familiarity with incident management and post-incident documentation • Experience improving support tooling, automations, dashboards, or runbooks • Exposure to AI-assisted coding tools (Cursor, Claude, or similar) with good judgment for safe application

🏖️ Benefícios

• A competitive total compensation package, including medical, dental, vision, and voluntary benefits • Well-being that works for real life—from an on-site gym, virtual wellness programs, and wellness coaching to flexible work options for select roles • Unlimited PTO for salaried roles and “life happens” days when you need flexibility • A fully paid holiday week off at Christmas • Recognition and rewards that celebrate birthdays, meaningful anniversary milestones, and community service hours • Quarterly Town Halls that keep communication transparent, honest, and human • Annual social events and traditions we genuinely look forward to