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L2 support specialist

We are seeking an experienced L2 Support Specialist to join our team in a rapidly growing SaaS company and one of the highest volume cold email tools out there.

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Location
Remote
level
Middle
Department
Support
Type
Full-time

About company

Instantly is a sales automation SaaS that helps B2B companies grow. Instantly launched only one year ago and already has 5000+ companies using the tool to grow their business and get more leads. Instantly is considered to be one of the fastest-growing bootstrapped startups in Europe.

Instantly helps you scale your outreach campaigns through unlimited email sending accounts, unlimited warmup, and smart AI.

Requirements

  • 1+ year of proven work experience in SaaS
  • Basic understanding of JavaScript
  • Proven experience of work with logs tracking platforms like Grafana, Kibana, Prometheus, Mezmo
  • Experience of work with Intercom/Zendesk
  • Experience of work with Atlassian Jira
  • Proven experience of work with SQL
  • Big plus is an experience with Microsoft Azure
  • Big plus is an experience with Elasticsearch
  • Being proactive
  • Critical thinking
  • Good eye for the detail

Responsibilities

  • Investigate and troubleshoot issues escalated by L1 support team in a timely manner
  • Track and analyze logs in Mezmo
  • Communicate directly with the engineering team and 3rd party services tech support
  • Manage and report critical incidents to the engineering team and determine the course of action
  • Use SQL queries to analyze incidents
  • Share information and expertise regarding recent results of your research, fixes, and best practices in a proactive manner
  • Be able to investigate issues on your own by leveraging all available resources to provide a meaningful response
  • Follow up with Jira tickets

Perks & Benefits

  • Opportunity to work with a rapidly growing SaaS company in a dynamic industry;
  • Chance to work with a talented and passionate team of professionals;
  • Competitive salary and benefits package;
  • Opportunity for career growth and advancement;.
  • Casual and dynamic work environment;
  • Opportunity to make a meaningful impact in the success of our platform.
Apply now

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