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Technical Support Engineer (L2/L3)

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StartupSoft

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Location:
Ukraine

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

StartupSoft specializes in IT outstaffing services, and we’re on the lookout for top-tier talents like you. A dynamic wellness tech venture offering innovative tools to support proactive health management. Its primary product is a smart scale equipped with cutting-edge BIA technology, delivering precise data on key body metrics such as fat percentage, lean mass, and hydration. By merging advanced engineering with a seamless digital experience, it empowers users to make informed decisions about their health. Project stage: live.

Job Responsibility:

  • Receive escalated issues from the Customer Support team that have passed first-line triage
  • Determine whether each issue is a defect, a misunderstanding of intended functionality, a known limitation, or an environment-specific issue
  • Document findings clearly, and for confirmed defects, produce complete, reproducible bug reports for engineering
  • Reproduce issues locally using the same platform, device, account state, or data conditions as the affected user whenever possible
  • Identify the minimum conditions necessary to recreate a problem before declaring it unreproducible
  • Collaborate closely with the QA team to ensure confirmed bugs are properly documented and patterns from escalations inform test coverage gaps
  • Work with Product to ensure engineering tickets accurately reflect intended behavior and resolve ambiguous cases before escalation
  • Attend relevant engineering syncs to stay current on shipped changes, known issues, and upcoming releases affecting support volume
  • Directly communicate with customers when escalations require complex data investigation, multi-step analysis, or technical explanations, representing the company credibly

Requirements:

  • You have experience in a technical support, QA, or product operations role where you were regularly required to investigate software behavior and distinguish symptoms from root causes
  • You are comfortable working in a mobile or web application environment and can navigate logs, device states, and account configurations without hand-holding
  • You are organized and thorough in documentation — a bug report you write should require no follow-up questions from an engineer before work begins
  • You communicate precisely
  • When you escalate something to engineering, it is because you have done everything within your scope to characterize and reproduce the issue
  • When you close out an escalation as not a bug, you have a clear, documented rationale that you can defend to the CS team and, if needed, to the customer
  • You are comfortable interfacing with multiple teams simultaneously and can hold context across engineering, QA, product, and customer-facing conversations without losing thread
  • Experience with mobile app platforms (iOS and Android), Firebase, or health and wellness applications is a plus
  • Familiarity with Agile/Scrum environments and ticketing tools such as Jira, Linear, or similar is expected

Nice to have:

  • Experience with mobile app platforms (iOS and Android)
  • Firebase
  • health and wellness applications
  • Agile/Scrum environments
  • Jira
  • Linear
What we offer:
  • Global collaboration opportunities
  • Work with top entrepreneurs and startups from Silicon Valley and EU
  • Core team membership
  • Equity and ownership potential
  • Potential to receive equity in high-growth startups
  • Premier workspaces
  • Beautiful offices in the best locations with high-end amenities
  • Competitive compensation package
  • Above average salary, benefits & medical insurance
  • Cutting-edge technology environment
  • Only the latest, modern technologies with no legacy code and management bureaucracy
  • Impactful project contributions
  • Contribute to well-funded products with potential to impact millions
  • Collaborative company culture
  • Tight-knit team with an inclusive and transparent culture

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
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