{"schemaVersion":"jobsearcher.job.v1","id":"c8e969c7f479b8976641f3a2","url":"https://jobsearcher.com/jobs/c8e969c7f479b8976641f3a2","canonicalUrl":"https://jobsearcher.com/jobs/c8e969c7f479b8976641f3a2","title":"Level 2 Support Engineer","description":"Title: Level 2 Support Engineer\nLocation: Remote (United States - Some states do not qualify)\nReports to: Engineering Manager\nEmployment Type: Exempt / Full-Time\n\nAbout StrongMind:\nStrongMind is a remote-first education and technology company on a mission to transform learning for students, families, and educators across the country. For more than 25 years, we’ve partnered with schools and districts to deliver innovative, student-centered learning experiences powered by technology, compassion, and bold thinking.\n\nWe believe education should be flexible, human, and built for real life. That belief shapes how we design our products, support our partners, and work together as a team. At StrongMind, you’ll find smart people doing meaningful work, a culture rooted in trust and accountability, and leaders who genuinely care about both outcomes and people.\n\nThe Team You Will Join\nYou’ll be part of the Support Engineering team, working closely with client-facing Support teams and Engineering stakeholders. This team ensures that complex customer issues are resolved efficiently and thoroughly, while continuously improving support processes, internal tooling, and automation. The team culture is collaborative, mission-driven, and solution-oriented, with opportunities to influence internal support systems, contribute to AI-driven tooling, and directly improve customer experience.\n\nThe Difference You Will Make\nIn this role, your work will directly impact both customers and internal teams by reducing time-to-resolution for complex issues, improving product stability, and providing high-quality root cause analysis to Engineering. You’ll help unblocked customers quickly while translating deep technical investigations into actionable solutions. Your contributions will shape how StrongMind supports its users and guides the development of AI-assisted support tools, making the team more efficient and effective over time.\nA Typical Day Looks Like:\nWhile no two days are exactly the same, you can expect to:\nAct as the escalation point for complex customer issues, identifying mitigation, workarounds, or safe fixes.\nReproduce issues and analyze contributing factors across code, configuration, and data.\nDive into production code (JavaScript, Ruby) and databases (Postgres) to investigate and validate problems.\nProduce clear incident summaries, root cause documentation, and engineering-ready handoff packages.\nPartner with the AI development team to guide the evolution of internal support tools.\nCollaborate with Support and Engineering teams to improve workflows, tooling, and customer outcomes.\nThis role balances independent technical investigation with cross-team collaboration and is well-suited for someone who enjoys problem-solving, building tools, and driving tangible impact for customers.\n\nYour Expertise Includes:\nWe’re looking for someone who brings:\nExperience in Level 2 technical support or technical support engineering.\nStrong debugging skills and comfort in ambiguous, fast-moving production environments.\nProficiency in reading and modifying production code in JavaScript and Ruby.\nStrong SQL skills for investigation and data validation using Postgres.\nExcellent written and verbal communication, capable of translating complex technical findings.\nExceptional organization skills, with the ability to track multiple escalations and follow through to resolution.\nComfort collaborating with cross-functional teams, including AI development and Engineering.\nBonus points if you also have:\nExperience supporting SaaS products, APIs, integrations, and background processing.\nFamiliarity with incident management and post-incident documentation.\nExperience improving support tooling, automations, dashboards, or runbooks.\nExposure to AI-assisted coding tools (Cursor, Claude, or similar) with good judgment for safe application.\n\nOur Commitment to Inclusion & Belonging:\nWe believe the best ideas come from bringing together people with different perspectives, experiences, and ways of thinking. We are committed to welcoming a broad range of talent and encouraging all qualified individuals to apply. We strive to create an environment where everyone feels a sense of belonging and is empowered to contribute, grow, and do meaningful work.\n\nHow We'll Take Care of You:\n\nWe believe that when people feel supported, they do their best work.\n\nOur commitment to you includes:\nA competitive total compensation package, including medical, dental, vision, and voluntary benefits\nWell-being that works for real life—from an on-site gym, virtual wellness programs, and wellness coaching to flexible work options for select roles, because your well-being fuels your brilliance\nUnlimited PTO for salaried roles and “life happens” days when you need flexibility\nA fully paid holiday week off at Christmas, so you can truly rest, reset, and reconnect\nRecognition and rewards that celebrate birthdays, meaningful anniversary milestones, and community service hours that let you give back\nQuarterly Town Halls that keep communication transparent, honest, and human\nAnnual social events and traditions we genuinely look forward to—like Halloween celebrations, Wellness Fairs, and other moments that bring our community together\nWe’re intentional about building a workplace where people feel valued, connected, and empowered to thrive—at work and beyond.\n\nAdditional Info:\nWe welcome all qualified candidates eligible to work in the United States. At this time, we are unable to sponsor visas.\n\nWe are proud to be an Equal Opportunity Employer and provide consideration to all applicants regardless of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.","company":"Strongmind","rawCompany":"strongmind","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-03T18:12:56.736Z","occupations":[{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Level 2 Support Engineer","description":"Title: Level 2 Support Engineer\nLocation: Remote (United States - Some states do not qualify)\nReports to: Engineering Manager\nEmployment Type: Exempt / Full-Time\n\nAbout StrongMind:\nStrongMind is a remote-first education and technology company on a mission to transform learning for students, families, and educators across the country. For more than 25 years, we’ve partnered with schools and districts to deliver innovative, student-centered learning experiences powered by technology, compassion, and bold thinking.\n\nWe believe education should be flexible, human, and built for real life. That belief shapes how we design our products, support our partners, and work together as a team. At StrongMind, you’ll find smart people doing meaningful work, a culture rooted in trust and accountability, and leaders who genuinely care about both outcomes and people.\n\nThe Team You Will Join\nYou’ll be part of the Support Engineering team, working closely with client-facing Support teams and Engineering stakeholders. This team ensures that complex customer issues are resolved efficiently and thoroughly, while continuously improving support processes, internal tooling, and automation. The team culture is collaborative, mission-driven, and solution-oriented, with opportunities to influence internal support systems, contribute to AI-driven tooling, and directly improve customer experience.\n\nThe Difference You Will Make\nIn this role, your work will directly impact both customers and internal teams by reducing time-to-resolution for complex issues, improving product stability, and providing high-quality root cause analysis to Engineering. You’ll help unblocked customers quickly while translating deep technical investigations into actionable solutions. Your contributions will shape how StrongMind supports its users and guides the development of AI-assisted support tools, making the team more efficient and effective over time.\nA Typical Day Looks Like:\nWhile no two days are exactly the same, you can expect to:\nAct as the escalation point for complex customer issues, identifying mitigation, workarounds, or safe fixes.\nReproduce issues and analyze contributing factors across code, configuration, and data.\nDive into production code (JavaScript, Ruby) and databases (Postgres) to investigate and validate problems.\nProduce clear incident summaries, root cause documentation, and engineering-ready handoff packages.\nPartner with the AI development team to guide the evolution of internal support tools.\nCollaborate with Support and Engineering teams to improve workflows, tooling, and customer outcomes.\nThis role balances independent technical investigation with cross-team collaboration and is well-suited for someone who enjoys problem-solving, building tools, and driving tangible impact for customers.\n\nYour Expertise Includes:\nWe’re looking for someone who brings:\nExperience in Level 2 technical support or technical support engineering.\nStrong debugging skills and comfort in ambiguous, fast-moving production environments.\nProficiency in reading and modifying production code in JavaScript and Ruby.\nStrong SQL skills for investigation and data validation using Postgres.\nExcellent written and verbal communication, capable of translating complex technical findings.\nExceptional organization skills, with the ability to track multiple escalations and follow through to resolution.\nComfort collaborating with cross-functional teams, including AI development and Engineering.\nBonus points if you also have:\nExperience supporting SaaS products, APIs, integrations, and background processing.\nFamiliarity with incident management and post-incident documentation.\nExperience improving support tooling, automations, dashboards, or runbooks.\nExposure to AI-assisted coding tools (Cursor, Claude, or similar) with good judgment for safe application.\n\nOur Commitment to Inclusion & Belonging:\nWe believe the best ideas come from bringing together people with different perspectives, experiences, and ways of thinking. We are committed to welcoming a broad range of talent and encouraging all qualified individuals to apply. We strive to create an environment where everyone feels a sense of belonging and is empowered to contribute, grow, and do meaningful work.\n\nHow We'll Take Care of You:\n\nWe believe that when people feel supported, they do their best work.\n\nOur commitment to you includes:\nA competitive total compensation package, including medical, dental, vision, and voluntary benefits\nWell-being that works for real life—from an on-site gym, virtual wellness programs, and wellness coaching to flexible work options for select roles, because your well-being fuels your brilliance\nUnlimited PTO for salaried roles and “life happens” days when you need flexibility\nA fully paid holiday week off at Christmas, so you can truly rest, reset, and reconnect\nRecognition and rewards that celebrate birthdays, meaningful anniversary milestones, and community service hours that let you give back\nQuarterly Town Halls that keep communication transparent, honest, and human\nAnnual social events and traditions we genuinely look forward to—like Halloween celebrations, Wellness Fairs, and other moments that bring our community together\nWe’re intentional about building a workplace where people feel valued, connected, and empowered to thrive—at work and beyond.\n\nAdditional Info:\nWe welcome all qualified candidates eligible to work in the United States. At this time, we are unable to sponsor visas.\n\nWe are proud to be an Equal Opportunity Employer and provide consideration to all applicants regardless of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.","datePosted":"2026-08-03T18:12:56.736Z","dateModified":"2026-08-03T18:12:56.736Z","hiringOrganization":{"@type":"Organization","name":"Strongmind","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c8e969c7f479b8976641f3a2"},"url":"https://jobsearcher.com/jobs/c8e969c7f479b8976641f3a2"}}