L2 Support Engineer

About the role

The L2 Support Engineer sits at the heart of Progress Partners' support operation, handling the most complex tickets escalated from the L1 team. You will ensure high‑quality issue resolution, contribute to process improvement, and collaborate closely with Support Operations, QA, Product and Development.

Key responsibilities

• Resolve complex support tickets autonomously and escalate to L3 or L4 when necessary.
• Maintain deep knowledge of support processes, product features and internal procedures.
• Monitor ticket volumes, detect operational concerns and report critical issues to the Head of Support.
• Perform quality control on L1 work, including ticket reviews and audit of bad ratings.
• Review and improve support macros, FAQs, automations and triggers.
• Assist L1 operations during major incidents, high‑volume periods or Zendesk outages.
• Collaborate with cross‑functional teams to investigate, document and resolve technical problems.
• Identify recurring customer pain points and suggest operational or product improvements.

Required profile

• Proven experience in a technical or escalation support role, preferably handling L1‑to‑L2 escalations.
• Hands‑on experience with Zendesk or a comparable help‑desk platform.
• Strong analytical skills and ability to work independently.
• Excellent communication skills for interacting with internal teams and customers.

Required skills

• Zendesk (or similar ticketing system)
• Support ticket management
• Technical troubleshooting