Technical Support Specialist

Grid Dynamics·Poland·Офис·сегодня

We are seeking a Technical Support Specialist (L2) to join a high-impact technical initiative supporting a next-generation Rich Business Messaging (RBM) ecosystem for a global technology leader and pioneer in cloud, mobile, and search platform infrastructure. In this role, you will act as the crucial bridge between external partner developers and core L3 engineering teams, diving deep into high-volume system logs to investigate complex technical failures, troubleshoot REST API integrations, and explain root causes to business-focused stakeholders.

Essential functions

Deep Technical Triage: Investigate, debug, and resolve high-tier technical queries and integration issues (aiming to resolve ~90% of queries without L3 escalation) using Postman, log analysis tools (Sherlock), and internal bug tracking systems (Buganizer).
Partner Communication & Translating Tech: Summarize complex log findings and technical diagnostics into clear, professional, and business-friendly emails for external partners and developer teams.
End-to-End Issue Ownership: Take full accountability for the issue lifecycle—from initial triage and reproducing bugs on physical Android/iOS devices to final resolution or bug escalation.
SLA & Incident Management: Adhere to strict SLAs for high-priority incidents (P0/P1) and provide real-time support during peak traffic periods and major messaging campaigns (handling volumes up to 2M+ messages).
Engineering Evolution: Gradually evolve over a 9–12 month path to read, trace, and perform simple Java code fixes or scripting to directly reduce L3 dependencies.

Qualifications

2+ years of commercial experience in L2/L3 Technical Support, Developer Support, or Systems Analysis.
API & Web Services Proficiency: Deep understanding of REST APIs, JSON structures, webhooks, and hands-on experience using Postman for API testing.
Log Aggregation & Investigation: Proven ability to search through, interpret, and trace message journeys across high-volume system logs.
Code Traceability: Ability to read and trace source code (language agnostic, with comfort navigating Java/JSON environments).
Exceptional Communication: Mastery of written and spoken English, with a strong ability to "translate" complex engineering failures into clear business updates.
Analytical Mindset: High investigative drive, asking intelligent questions to uncover root causes rather than relying on standard manuals or scripts.

Would be a plus

Mobile Ecosystem Experience: Familiarity with Android (Pixel, Samsung, Xiaomi, etc.), iOS, or mobile messaging frameworks.
Basic Coding Skills: Hands-on experience with Java development or the ability to implement simple code fixes.
Mobile Hardware Testing: Experience reproducing complex technical issues on physical mobile hardware.
High-Pressure Reliability: Experience providing on-call or real-time support during high-concurrency traffic events or campaigns.

We offer

Opportunity to work on bleeding-edge projects
Work with a highly motivated and dedicated team
Competitive salary
Flexible schedule
Benefits package - medical insurance, sports
Corporate social events
Professional development opportunities
Well-equipped office

About us

Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.