L2 Support Engineer

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Progress Partners

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚡ Productivity

🤖 Artificial Intelligence

SaaS • Productivity • Artificial Intelligence

Progress Partners is a technology company that designs, builds, launches, and scales next-generation SaaS and mobile platforms. They specialize in creating self-serve, globally scalable SaaS products across areas like AI tools, productivity and workflow tools, collaboration platforms, and marketing solutions. Progress Partners operates as a fully remote, multi-skilled product team focused on results, long-term scalability, data-driven decisions, and user adoption; their platforms serve millions of users every month across 160 countries.

📋 Description

• Handle complex support tickets escalated by the L1 Support team and escalate to L3 or L4 when required • Maintain understanding of support processes, operational flows, products, and internal procedures • Monitor daily ticket volumes, identify operational concerns or unusual patterns, and report important issues • Perform quality control of L1 Support work through ticket reviews and bad rating audits • Review and audit support macros, FAQs, automations, and triggers • Maintain and optimize Zendesk workflows and internal support operations processes • Assist L1 Support during major incidents, operational disruptions, high-volume periods, or Zendesk-related incidents • Collaborate with Support Operations, QA, Product, and Development to investigate, document, and resolve technical issues • Identify recurring customer pain points, operational inefficiencies, and technical issues and suggest improvements • Contribute to support quality, response consistency, and operational efficiency as the company scales

🎯 Requirements

• Proven experience in a technical or escalations support role, ideally handling L1-to-L2 escalations • Hands-on experience with Zendesk or a comparable helpdesk platform • Familiarity with macros, triggers, automations, and workflow configuration • Strong troubleshooting and analytical skills • Ability to investigate complex, ambiguous issues independently • Experience reviewing others’ work through ticket audits and quality checks • Ability to give structured, constructive feedback • Clear written and verbal communication skills • Ability to translate technical issues for customers and internal teams • Calm, structured approach during incidents and high-volume periods • Experience working cross-functionally with Product, Development, and QA teams is a plus • Resume must be submitted in English • Must be located within a ±4 hour range of Central European Time (CET)

🏖️ Benefits

• Remote-first: Live and work wherever you're happiest and most productive. No relocation, ever. • Flexible hours: we measure outcomes, not time spent at a desk. • Unlimited PTO • Learning & development budget for courses, books, conferences, and certifications • Home office & wellness allowance • Small, senior, collaborative team • Opportunity to build products used by millions of people across 160+ countries