Senior Support Engineer (L2/L3)

Job Overview

SOAX is seeking a Senior Support Engineer (L2/L3) to join their team, working remotely within the EMEA region. This role involves providing advanced technical support for web data products, helping product and data teams access reliable web data for building AI solutions, monitoring search rankings, and competitor activity.

Company Overview

SOAX provides web data solutions for companies building AI products. They help product and data teams access reliable web data without the engineering burden, offering services for training LLMs, powering pricing engines, and monitoring web activity. Their platform combines fast proxy speeds with an automated Web Data API to handle complex scraping tasks, ensuring clean, structured data collection quickly, ethically, and at scale.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None / Open to all applicants
• Experience: 5 Year+

Key Responsibilities

• Provide advanced technical support (L2/L3) to clients, diagnosing and resolving complex issues.
• Troubleshoot and resolve problems related to web data APIs, proxy services, and data collection.
• Collaborate closely with engineering teams to escalate and resolve critical bugs and feature requests.
• Contribute to the development and maintenance of comprehensive documentation and knowledge base articles.
• Ensure high levels of customer satisfaction and service availability for SOAX’s web data platform.
• Mentor junior support engineers and share technical expertise within the team.

Requirements

• Proven experience in L2/L3 technical support roles, preferably within a SaaS or data-intensive environment.
• Strong understanding of web technologies, APIs, networking concepts, and proxy services.
• Demonstrated ability to troubleshoot and problem-solve complex technical issues effectively.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to work independently and thrive in a remote, distributed team environment.
• Familiarity with data collection, web scraping, or AI product development is highly desirable.

Benefits

• Opportunity to work with cutting-edge AI and web data technologies.
• Flexible remote work environment across the EMEA region.
• Collaborative and innovative team culture focused on problem-solving.
• Significant professional growth and development opportunities.
• Competitive salary and benefits package.
• Direct impact on product development and customer success.