Support Technician - Tier 2

Summary

Join Boku Inc. as a Tier 2 Support Technician and ensure the stability and reliability of our payment gateway and marketing products. Based in California or Colorado (hybrid or remote), you will resolve complex technical issues, exceeding the capabilities of Tier 1 support. This role demands strong analytical and troubleshooting skills in web applications, APIs, and cloud infrastructures. You will interpret system logs, analyze databases, and troubleshoot API issues to maintain seamless operations. Collaborate with engineering, QA, and product teams to implement fixes and enhance internal tools. Contribute to knowledge bases and train Tier 1 staff, ensuring all issues are handled within SLA timelines.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience
• Minimum 2 years of experience in a technical support role, with 5+ years of experience in technology-related service and support
• Proficiency in SQL for querying databases and analyzing structured data
• Basic programming or scripting knowledge (Java, Python, or Bash preferred)
• Familiarity with monitoring and logging tools for debugging purposes
• Strong understanding of web applications, APIs, microservices, and cloud computing architectures
• Flexibility in working hours, as global support needs may require occasional off-hours work
• Database Knowledge – Experience working with MySQL or similar relational databases, including querying, optimization, and troubleshooting
• Technical Troubleshooting – Ability to analyze logs, error messages, and system behaviors to diagnose issues
• API Debugging – Strong understanding of REST APIs, authentication mechanisms, and common integration challenges
• Cloud Computing – Familiarity with AWS, Azure, or GCP services, particularly in a production support context
• Service Management – Hands-on experience with ticketing systems like Zendesk, Jira Service Management, or ServiceNow
• Problem-Solving & Critical Thinking – Ability to assess technical challenges, determine root causes, and implement solutions
• Communication & Documentation – Strong written and verbal communication skills to articulate technical details clearly
• Collaboration – Ability to work effectively with cross-functional teams, including Engineering and QA

Responsibilities

• Provide technical support for complex issues, including troubleshooting payment transactions, system integrations, and API behaviors
• Use MySQL and other databases to query and analyze system data, identifying inconsistencies and root causes of technical failures
• Investigate logs, error messages, and system stack traces to diagnose and resolve software-related issues
• Handle Tier 1 escalations, ensuring proper documentation and resolution before involving Tier 3 or Engineering
• Support and enhance internal monitoring tools and processes, helping detect issues proactively before they impact operations
• Work closely with Engineering, QA, and Product teams to test, validate, and implement fixes for recurring system issues
• Maintain and improve technical documentation, troubleshooting guides, and knowledge bases to enhance internal efficiency
• Identify emerging trends in technical issues and work with management to implement preventive measures
• Assist in the training and upskilling of Tier 1 support staff, enhancing their ability to resolve common technical issues
• Ensure all issues are handled within SLA timelines, prioritizing based on impact and urgency

Preferred Qualifications

Knowledge of e-commerce payment processing systems is a plus