Support & Development Engineer L2 – Freelance

Responsibilities

• Resolve advanced L2 tickets: database usage, SQL queries, and source code review
• Investigate complex incidents by accessing and understanding the codebase
• Implement targeted code changes to resolve incidents
• Standard ticket management: validate, classify, and track incidents through to resolution
• Provide second-line support to users and other support teams
• Manage and maintain product catalog/taxonomy attributes across internal platforms
• Modify and administer Freshdesk at the scripting/code level
• Keep technical documentation up to date: L2 articles, specifications, and user guides for bug fixes and new features
• Create endpoints for the team’s internal platforms and tools to automate and streamline manual L3 tasks
• Fix bugs and handle small development tasks across the team’s product scope (PHP and/or .NET)
• Build internal support tools
• Develop AI-powered tools for Support (MCP projects)
• Contribute ideas and prototypes for applying AI to support processes

Requirements

• Proficiency in PHP (e.g., Symfony) or C# with .NET Core
• Strong SQL knowledge (joins, diagnostic queries) and familiarity with PostgreSQL
• Ability to read and understand code and troubleshoot to eliminate bugs
• Ability to document and explain technical solutions to non-technical users
• Excellent analytical skills, autonomy, and initiative
• Strong interpersonal skills; comfortable working with cross-functional, interdisciplinary teams
• Experience with version control systems such as Git and comfortable working with branches
• Fluent written and spoken English
• Proactive, adaptable, and comfortable switching between code-level work and user-facing support

Core Competencies

Proficient in PHP and C# with .NET Core, with strong SQL knowledge and experience in troubleshooting and resolving complex incidents. Capable of documenting technical solutions for non-technical users and developing AI-powered tools to enhance support processes.