Level 2 Support Engineer

Job not on LinkedIn

🔥 1 hour ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

StrongMind

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

StrongMind is a K-12 education company that provides digital learning solutions, curriculum, and services for schools and families. It offers an adaptive, engaging digital curriculum and technology platform aimed at strengthening student outcomes and simplifying K-12 digital learning, along with enrollment marketing and support services. StrongMind also provides a homeschool product for families with built-in curriculum and daily planning guidance.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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