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Redvike career site
Hybrid

Technical Support Engineer Tier 2

About Us
Redvike is a boutique software development agency. We are working with rapidly growing companies in real estate, education and banking. We help our partners to build their digital business from an idea to revenue generating products. As we grow, we are excited to welcome new members to our talented team that will help us in building new technological solutions.

Role overview

We are seeking a highly motivated and technically skilled NOC Tier 2 Technical Support Engineer to join our 24/7 Network Operations team. This role is responsible for advanced incident troubleshooting, infrastructure monitoring, escalation handling, and root cause analysis across critical systems and services.

The Tier 2 engineer acts as a bridge between frontline support (Tier 1) and engineering/development teams, ensuring service uptime, reliability, and rapid issue resolution.

The role requires working from the office (in Serbia) during day shifts and remotely (from home) during night shifts.

Key Responsibilities

- Monitor infrastructure, platforms, and services via dashboards, alerts, and logs (e.g., Grafana, Kibana, NewRelic, Sentry).
- Investigate escalated incidents from Tier 1; perform deep-dive analysis and resolution.
- Manage and triage issues in ticketing systems (Jira, Slack, Zoho, etc.).
- Identify and escalate recurring problems to Tier 3 or Engineering teams with structured root cause documentation.
- Participate in post-mortems, incident retrospectives, and contribute to runbooks/playbooks.
- Work collaboratively with DevOps, R&D, and Product Engineering teams to resolve complex issues.
- Handle Jira bug creation and escalation workflows according to standard procedures.

Remote status
Hybrid

About Redvike

At Redvike, we don’t just develop software, we build beautiful digital experiences that people love. A team of digital experts with passion for all things growth and tech, our mission is to help our clients grow by becoming an outsourced part of your technical team.

We don’t plan on just being another outsourced development team. Instead, we work in partnership with you to promote your success with consulting and guidance from our very first meeting. Our success is based on your success so we’ll do everything it takes to ensure that your software is nothing short of perfect.

So if you’re ready to work with a team that cares about your business, just get in touch with one of our expert consultants and we’ll help you take your software ideas from conception to completion.

Founded in 2016
Hybrid

Technical Support Engineer Tier 2

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