Source description
About the role
Support (50%)
Resolve advanced L2 tickets: database usage, SQL queries, source code review
Investigate complex incidents, access the code, and understand how it works
Apply targeted code changes to resolve incidents
Standard ticket management: validate, qualify, and track incidents through to resolution
Provide second-line support to users and other support teams
Manage and maintain product catalog/taxonomy attributes across internal platforms
Modify and administer Freshdesk at the scripting/code level
Keep technical documentation up to date: L2 articles, specifications, user guides for bug fixes and new features
Development (50%)
Create endpoints for the team's internal platforms and tools to streamline manual L3 tasks
Fix bugs and handle small development tasks across the team's product scope (PHP and/or .NET)
Build internal support tools
Develop AI-powered tools for Support (MCP projects)
Contribute ideas and prototypes for applying AI to support processes
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