Customer Support Analyst

We are looking for an L2 Developer Support Engineer / Technical Support Specialist with a strong troubleshooting and analytical mindset.

The role involves investigating technical issues, analyzing logs and APIs, communicating findings to partners, and owning issues through resolution.

Responsibilities

Key Responsibilities

• Provide L2 technical support for a high-volume messaging platform.
• Investigate issues using logs, REST APIs, JSON, webhooks, and Postman.
• Perform deep technical troubleshooting and resolve issues with minimal L3 escalation.
• Communicate technical findings clearly through business-friendly emails.
• Manage incidents according to P0/P1 SLAs and own issues through resolution.
• Identify root causes, document defects, and work closely with Engineering teams.
• Analyze high-volume system logs and trace issues end-to-end.
• Gradually develop skills in Java, scripting, and simple code fixes.

• 2+ years of experience in Technical/Developer Support.
• Strong understanding of REST APIs, JSON, and Webhooks.
• Hands-on experience with Postman and log analysis/troubleshooting.
• Ability to read and understand code in any programming language.
• Strong analytical and problem-solving skills with a root-cause investigation mindset.
• Excellent written and verbal communication skills, especially explaining technical issues to non-technical stakeholders.
• Ability to troubleshoot issues by tracing requests/messages across APIs and system logs.
• Strong ownership and customer/partner-focused approach.

• Experience supporting Android, iOS, or mobile applications.
• Basic Java programming or scripting experience.
• Experience testing on physical mobile devices.
• Experience with on-call, real-time, or high-volume production support.
• Familiarity with Buganizer or similar defect-tracking tools.
• Understanding of mobile messaging ecosystems and platforms such as Android/Google Messages.

• Opportunity to work on bleeding-edge projects
• Work with a highly motivated and dedicated team
• Competitive salary
• Flexible schedule
• Benefits package - medical insurance, sports
• Corporate social events
• Professional development opportunities
• Well-equipped office

Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.