Merchant Happiness Engineer (L2)

About the role

As a Customer Support Engineer (L2), you will own complex technical support issues, lead incident response during production crises, and ensure operational stability across services. You will act as the primary escalation point for L2 cases and work closely with backend engineering, product, and operations teams to improve system reliability.

This role operates on a 7-day support rotation with scheduled days off and compensated overtime when required.

Key Responsibilities

• Own and resolve complex technical tickets within SLA
• Lead production incident handling as issue commander
• Monitor alerts and overall service health across systems
• Provide clear, structured escalation to backend engineering (L3)
• Guide and mentor L2 engineers on debugging and incident handling
• Ensure quality and co...