L2 Support Engineer

About Progress Partners

Progress Partners is a fast-growing technology company building and scaling next-generation SaaS and mobile platforms. We blend creativity with data-driven execution to ship high-impact products, including AI-powered tools, productivity platforms, and workflow software, used by millions of people in more than 160 countries.

Our global team of experts in software development, product design, growth, and analytics collaborates across time zones to deliver category-defining innovations. We work end-to-end across the product lifecycle: design, build, launch, and scale.

If you’re passionate about building transformative products, Progress Partners is a place to make a lasting impact.

About the Role

As an L2 Support Engineer, you'll sit at the center of our support operation — resolving the most complex tickets escalated from L1, safeguarding quality across the team, and helping shape the processes, tools, and workflows that let support scale alongside the business. You'll work closely with Support Operations, QA, Product, and Development to make sure technical issues are properly investigated, documented, and resolved, while also mentoring and reviewing the work of the L1 team.

What You’ll Do

• Handle the most complex support tickets escalated by the L1 Support team, resolving issues autonomously whenever possible and escalating to L3 (Developers, QA) or L4 (Head of Support) when required.

• Maintain a strong understanding of all existing support processes, operational flows, products, and internal procedures to ensure accurate and efficient issue resolution.

• Monitor daily support ticket volumes, identify operational concerns or unusual patterns, and report or escalate important issues to the Head of Support.

• Perform partial quality control of the work completed by the L1 Support team, including ticket reviews, bad rating audits, and identification of improvement areas.

• Continuously review and audit support macros, FAQs, automations, and triggers, while providing structured feedback and improvement suggestions to the Head of Support.

• Support the maintenance and optimization of Zendesk workflows and internal support operations processes.

• Occasionally assist directly with L1 Support operations during major technical incidents, operational disruptions, high-volume periods, or Zendesk-related incidents.

• Work closely with Support Operations, QA, Product, and Development teams to ensure technical issues are properly investigated, documented, and resolved.

• Help identify recurring customer pain points, operational inefficiencies, and technical issues, and proactively suggest improvements.

• Contribute to maintaining high support quality standards, response consistency, and operational efficiency as the company continues to scale.

What We’re Looking For

• Proven experience in a technical or escalations support role, ideally with prior experience handling L1-to-L2 escalations.

• Hands-on experience with Zendesk (or a comparable helpdesk platform), including familiarity with macros, triggers, automations, and workflow configuration.

• Strong troubleshooting and analytical skills, with the ability to investigate complex, ambiguous issues independently.

• Comfort reviewing others' work — ticket audits, quality checks, and giving structured, constructive feedback.

• Clear written and verbal communication skills, with the ability to translate technical issues for both customers and internal teams.

• A calm, structured approach to high-pressure situations such as incidents or high-volume periods.

Nice to Have

• Experience working cross-functionally with Product, Development, and QA teams is a strong plus.

 

How We Work

We’re fully remote and distributed across time zones. We default to async, communicate in writing, and trust people to deliver outcomes, not log hours. Decisions are transparent, ownership is clear, and your work is visible from day one.

What We Offer

We believe great work starts with taking care of our people and we want everyone on our team to have the support and resources they need to thrive, both professionally and personally. Here's what you can expect when you join our team:

• Remote-first: Live and work wherever you're happiest and most productive. No relocation, ever.

• Flexible hours: we measure outcomes, not time spent at a desk.

• Unlimited PTO: take the time you need to rest, recharge, and do your best work.

• Learning & development budget: courses, books, conferences, certifications, whatever helps you grow.

• Home office & wellness allowance: a dedicated budget to set up your workspace and support your health.

• A small, senior, collaborative team where your work is visible and your decisions matter.

• The chance to build products used by millions of people across 160+ countries.

Equal Opportunity

Progress Partners is an equal opportunity employer, and we’re serious about building a diverse, inclusive team. We welcome applications from people of all genders, gender identities and expressions, sexual orientations, ages, ethnicities, nationalities, religions, disabilities, neurotypes, family situations, socioeconomic backgrounds, and life experiences.

We hire on skills, experience, potential, and values fit. never on protected characteristics. If you need accommodations during the application or interview process, just let us know.