L2 Support Engineer (AI Native)

SpaceWhale

Що робити

Handle merchant feedback, reports, and questions daily — from first response to resolution — using Claude Code as the primary investigation and drafting environment;
Investigate issues across logs, metrics, transactions, and system configuration through agentic workflows; verify findings before communicating them;
Provide prompt, accurate, evidence-backed answers to merchants within agreed time limits;
Assist merchants during integration with our systems (API behavior, callbacks, error diagnostics);
Turn recurring investigations and answers into reusable Claude Code skills, playbooks, and knowledge-base articles — so the next occurrence takes minutes, not hours;

3+ years of experience in customer service / help desk / technical support at L2 level;
Hands-on daily experience working with AI assistants or agentic tools (Claude Code, Cursor, Copilot, ChatGPT or similar) — you already work AI-first, or are genuinely eager to; this role has no manual-only track;
Ability to critically verify AI output: check a query result, a log interpretation, or a drafted reply before acting on it — you own the answer, not the model;
Experience analyzing system metrics and logs (Grafana, Elasticsearch, Loki or similar) — you can formulate what to look for and judge whether the results actually answer the question;
Basic knowledge of any programming language — enough to read and sanity-check scripts, API calls, and queries an agent produces;

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