Technical Support Specialist (SL2) @ Doumo Remote

Technical Support Specialist (SL2) @ Doumo

Remote

• 2+ years of experience in technical support, QA, or systems analysis
• Upper-intermediate or higher English (spoken and written)
• Proficient in reading logs and basic code
• Comfortable with HTML, CSS, and web troubleshooting
• Clear communicator who can explain technical concepts simply
• Strong analytical skills — you thrive on root cause analysis
• Experience with CMS or website builders is a plus
• Located in EST or European time zones

Were in search of a talented and experienced Middle/Senior Technical Support Specialist (SL2) to take part in supporting the development of our product. 

Key Metrics You’ll Own

• First Response Time and CSAT
• Rate of successful issue investigation without escalation
• Internal satisfaction from cross-functional collaboration

Bonus Points If You Have

• Experience with scripting or automation tools
• Background in InfoSec, QA, or system integration
• Familiarity with Intercom, Jira, or similar platforms

How We Work

• Remote-first, async-friendly team across 40+ countries
• Ownership mindset — we value initiative over micromanagement
• Rapid iteration with tight feedback loops
• You’ll have autonomy, clarity, and strong peer support from day one

What Success Looks Like

• You independently solve complex support tickets and reduce SL1 escalations
• You help raise the technical bar across Support through documentation and mentoring
• You identify patterns in issues and surface insights to Product and Engineering
• You evolve your role — many of our SL2s move into QA, InfoSec, Systems, or Ops within 12–18 months

Why Join Us

• Work on meaningful, complex challenges — and actually see your impact
• Be part of a close-knit, technically skilled team that collaborates across the org
• Grow your career in the direction you choose — many of our SL2s go on to QA, Systems Analysis, InfoSec, and more
• Flexible remote setup, smart teammates, and a product you’ll be proud to support

Interview Process

• Intro call with recruiter
• Practical task-based assessment
• Technical Interview
• Cultural Interview with Hiring Manager

How to Apply

Does this position sound like a good fit? Email us at

or connect with our recruiter:

,[This isn’t your average support role. You’ll join a skilled Level 2 support team that acts as the brain trust for tough technical challenges — bridging Support, Product, and Engineering., Investigate and resolve escalated technical issues reported directly by customers or escalated internally by the SL1 team., Analyze logs and dig into the codebase to identify bugs or platform issues, Support clients with advanced website setup (e.g., custom domains, landing pages), Assist in configuring integrations and automation workflows, Build step-by-step troubleshooting guides and improve internal documentation, Collaborate closely with developers when deep technical expertise is needed, Participate in cross-team calls to align on ongoing questions and processes, Proactively identify recurring issues and recommend systemic fixes, Cover 2–3 evening shifts per week to support global clients] Requirements:

Kategorie

customerService

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