Technical Support Agent (L2)

ABOUT THE COMPANY

Influx is a people-powered business. We're building a company that looks for the overlap between the personal and career ambitions of its staff and the internal opportunities that open up at a high-growth company. Over the last four years, many successful agents have moved into team management, client-facing, QA and other leadership roles.
You can learn more about us at Influx.com!

JOB SUMMARY

Requirements & QualificationsTechnical Experience: 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development. (Demonstrated coding projects, internships, or technical portfolio work welcomed in place of strict corporate tenure).Programming & Scripting: Demonstrated proficiency in reading, writing, and executing Python code and general operational scripting.Mandatory Tooling: Hands-on experience navigating and executing tasks within GitLab (or GitHub) and Kubernetes environments.System Administration: Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.Risk & Action Awareness: Demonstrated understanding of live database environments and the critical difference between reversible and non-reversible system actions.Communication & Roster: Excellent written and spoken English skills (verified via assessment). Full flexibility to work a 24/7 staggered 5-day schedule (day/night rotations, weekends, and holidays).ResponsibilitiesTechnical Analysis & Troubleshooting: Execute pre-approved fix procedures, including service restarts, Merge Request (MR) merges, storage management, and capacity adjustments within documented guidelines.Log & Code Investigation: Analyze complex system logs and leverage Python scripting to diagnose backend failures, evaluate system errors, and identify root causes or workarounds.Platform Operations: Operate directly within GitLab and Kubernetes environments to apply controlled configuration changes while respecting boundaries between reversible and non-reversible database actions.Escalation & Cross-Functional Collaboration: Collaborate closely with Engineering, QA, Infrastructure, and Product teams. Work on confirming product defects and escalate issues with complete technical evidence and diagnostic findings.Client & Expectation Management: Communicate directly with clients to explain complex technical concepts, manage expectations, and provide clear, concise solutions with a high level of customer empathy.Ticket & Incident Workflow: Efficiently manage, track, and document issues in modern ticketing tools following standard Incident, Change, and Problem Management frameworks.Documentation & Process Improvement: Document investigations, root causes, workarounds, and knowledge-base articles. Continuously refine support processes, guidelines, and monitoring practices to elevate team efficiency.

REQUIRED SKILLS

Written communication, IT equipment installation and configuration, Troubleshooting, IT support, Technical support

REQUIRED EDUCATION

Diploma, Associate's degree