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  • Location 13, PRT
  • Job Type Full Time
  • Posted March 30, 2026

Technical Support Engineer (L2–L3) | Porto (Hybrid)

The Opportunity

This isn’t your typical support role.

You’ll operate at the highest escalation level, tackling complex, real-world technical challenges across applications, APIs, and infrastructure. Acting as the bridge between clients and engineering, you’ll play a critical role in diagnosing root causes - not just fixing symptoms.

If you enjoy deep troubleshooting, cross-functional collaboration, and solving problems others can’t, this is where you step in.

What You’ll Be Doing

  • Take full ownership of complex L2–L3 technical issues, driving them from identification to root cause resolution
  • Troubleshoot across application layers, REST APIs, and relational databases
  • Work closely with Product Engineering, Systems Engineering, Support, and DBA teams to resolve high-impact issues
  • Partner directly with clients to understand problems, communicate clearly, and deliver timely solutions
  • Identify and prioritize issues with business impact, ensuring the right level of urgency and escalation
  • Support application infrastructure events, including releases, maintenance, and incident handling
  • Document findings and solutions with precision and speed, contributing to long-term knowledge sharing

What You Bring (Must-Haves)

  • 2+ years of experience handling complex technical support cases (L2/L3 level preferred)
  • Hands-on experience with REST APIs (debugging, integrations, troubleshooting)
  • Working knowledge of SQL and relational databases (queries, data validation, issue investigation)
  • Understanding of networking fundamentals and email protocols (e.g., SMTP, LDAP, connectivity)
  • Experience supporting multiple products/systems simultaneously (minimum of 3 environments or platforms)
  • Strong problem-solving mindset with a focus on root cause analysis
  • Excellent written and verbal communication skills (English B2+ minimum)
  • High attention to detail with the ability to document clearly and accurately
  • Ability to own issues end-to-end, including escalation and stakeholder management

What Sets You Apart (Nice-to-Haves)

  • Degree in Computer Science, Engineering, Information Systems, or Mathematics
  • Experience with ELK (Elasticsearch, Logstash, Kibana) or similar query/logging tools
  • Exposure to programming/scripting (any language)
  • Previous experience in a client-facing, high-impact support environment

What Success Looks Like

  • You don’t just fix issues—you identify why they happened and prevent them from recurring
  • You can move seamlessly between technical deep dives and clear client communication
  • You thrive in environments where speed, ownership, and precision matter

Environment

  • Hybrid working model based in Porto
  • Collaborative, cross-functional team environment across EMEA
  • A company with global scale, but a founder-led, engineering-driven mindset

Bottom Line

This role is for someone who wants to move beyond ticket handling into true technical problem-solving at scale—working alongside engineers, influencing outcomes, and making a tangible impact.

Even if you don't 100% meet all the criteria, but you are close enough, let's talk!

wesley.green@tech-recruitment.eu

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