L2 Customer Support Engineer - Remote (United States)

EGCo. AI is seeking a skilled L2 Customer Support Engineer to join our remote team in the United States. This role involves handling complex, escalated customer support tickets requiring hands-on troubleshooting, API debugging, and AI-assisted resolution.

Key Responsibilities:

• Troubleshoot and resolve complex, escalated customer support tickets efficiently.
• Debug and trace REST API calls, JSON payloads, and HTTP errors to identify issues.
• Utilize CLI tools and perform log analysis to determine root causes.
• Leverage AI tools such as ChatGPT and Claude to enhance daily technical workflows.
• Own tickets end-to-end: reproduce, investigate, resolve, or escalate with clear, thorough documentation.

Requirements:

• Minimum 2 years of experience in Technical Support, Customer Support Engineering, QA, Sysadmin, or DevOps roles.
• Strong knowledge of REST APIs, JSON, HTTP status codes, and command-line interface (CLI) log analysis.
• Hands-on experience using generative AI tools (ChatGPT, Claude) in technical problem-solving.
• Professional fluency in English, both written and spoken.
• Availability to work 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).

Preferred Qualifications:

• Experience with Postman and curl for API testing.
• Background in B2B SaaS or enterprise software support.
• Multi-product troubleshooting and developer-grade debugging skills.

Compensation: $2000 per month

Job Type: Full-time, Remote (United States)