Level 2 Support Engineer

**Title:** Level 2 Support Engineer **Location:** Remote (United States - Some states do not qualify) **Reports to:** Engineering Manager **Employment Type:** Exempt / Full-Time ##### About StrongMind: StrongMind 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. We 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. **The Team You Will Join** You’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. **The Difference You Will Make** In 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. ## A Typical Day Looks Like: While no two days are exactly the same, you can expect to: - Act as the escalation point for complex customer issues, identifying mitigation, workarounds, or safe fixes. - Reproduce issues and analyze contributing factors across code, configuration, and data. - Dive into production code (JavaScript, Ruby) and databases (Postgres) to investigate and validate problems. - Produce clear incident summaries, root cause documentation, and engineering-ready handoff packages. - Partner with the AI development team to guide the evolution of internal support tools. - Collaborate with Support and Engineering teams to improve workflows, tooling, and customer outcomes. This 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. ## Your Expertise Includes: We’re looking for someone who brings: - Experience in Level 2 technical support or technical support engineering. - Strong debugging skills and comfort in ambiguous, fast-moving production environments. - Proficiency in reading and modifying production code in JavaScript and Ruby. - Strong SQL skills for investigation and data validation using Postgres. - Excellent written and verbal communication, capable of translating complex technical findings. - Exceptional organization skills, with the ability to track multiple escalations and follow through to resolution. - Comfort collaborating with cross-functional teams, including AI development and Engineering. **Bonus points if you also have:** - Experience supporting SaaS products, APIs, integrations, and background processing. - Familiarity with incident management and post-incident documentation. - Experience improving support tooling, automations, dashboards, or runbooks. - Exposure to AI-assisted coding tools (Cursor, Claude, or similar) with good judgment for safe application. **Our Commitment to Inclusion & Belonging:** We believe the best ideas…