The Level 2 Support & Integration Engineer resolves complex customer issues, especially around API integration and custom reporting, so that only real defects reach the Development team. The role also guides clients through technical onboarding and builds the skills of the Level 1 support team.
Key Responsibilities
Technical issue resolution
- Investigate, troubleshoot and resolve complex issues escalated from Level 1, particularly API integration and custom reporting issues.
- Analyze logs, API requests and responses, and data to find the root cause.
- Separate configuration, data and usage issues from real product defects.
Customer communication
- Manage and respond to technical support emails within agreed response times.
- Explain problems and solutions clearly to both technical and non-technical audiences.
- Keep customers updated on the status of open issues until they are closed.
Knowledge management
- Document every resolved issue and its solution in the knowledge base.
- Create reproducible test cases and clear reproduction steps for confirmed defects.
- Maintain troubleshooting guides and FAQs for the support team and for clients.
Integration support
- Provide technical guidance to clients during onboarding and API integration.
- Review client integrations against integration requirements and confirm compliance before go-live.
- Support clients in testing environments and help resolve integration errors.
Support team development
- Train and mentor Level 1 support staff on products, APIs and troubleshooting methods.
- Act as the technical escalation point and filter before issues reach the Development team.
- Hand off confirmed defects to Development with full context, evidence and test cases.
Requirements
Experience and education
- Bachelor's degree in Computer Science, Software Engineering, Information Systems or a related field.
- 3–5 years in technical support, application support or integration engineering, with at least 2 years at Level 2 or above.
- Proven experience supporting clients through API integration and onboarding.
Technical Skills
- Strong knowledge of RESTful APIs, JSON/XML, authentication methods (OAuth 2.0, API keys, JWT) and webhooks.
- Hands-on use of API testing tools such as Postman, plus browser developer tools.
- Good SQL skills for querying data and investigating reporting issues.
- Ability to read application logs and use monitoring tools to trace issues.
- Familiarity with ticketing and knowledge base tools (e.g., Jira, Jira Service Management, Confluence).
- Basic scripting (e.g., Python or JavaScript) is a plus.
Soft Skills
- Clear written and spoken communication in Arabic and English.
- Structured, analytical approach to problem solving.
- Patience and ability to coach and train others.
- Customer focus and the ability to manage several cases under pressure.
Preferred
- Experience with fintech, legal tech or government-integrated platforms in Saudi Arabia.
- Knowledge of information security and data privacy practices.
