L1/L2 Support Engineer (EdTech Platform)

L1/L2 Support Engineer for an EdTech platform at Perlem in Moscow, hybrid work, salary 150,000–200,000 RUB/month, annual bonus.

• Ensure stable operation of a high-load educational platform as an L1/L2 engineer. • Perform comprehensive incident diagnostics: analyze logs in Grafana, work with APIs via Postman/ApiDog, test hypotheses via MongoDB. • Create detailed bug reports for development: exact reproduction steps, entity IDs, and API responses. • Interact with users (school principals, key teachers, parents): explain complex issues simply, reduce tension, manage expectations. • Control the correctness of integrations with related systems (1C, LightDoc). • Automate routine tasks independently using scripts and AI tools. • Participate in strategic team projects: improve processes, implement automation and AI solutions (e.g., auto-responses).

• 2-3 years of experience in technical support. • Preferably higher education. • Advanced user level of macOS and iOS. • Understanding of client-server architecture and REST API principles. • Practical experience with MongoDB: writing search queries and filtering data. • API testing skills (Postman, ApiDog or similar): sending GET/POST/PUT requests, analyzing JSON responses, substituting variables and authorization tokens. • Experience searching and reading logs in Grafana. • Confident use of browser DevTools (Network, Console, Elements tabs) for initial error diagnostics. • Basic experience with GitLab: managing tasks and user documentation. • Applied use of AI tools for solving work tasks (not just personal use, but specifically in professional tasks). • Exceptional communication skills: clear oral and written speech, empathy, ability to argue clearly when dealing with demanding users. Will be a plus (at least one required): • Applied experience in automating support processes using AI/ML or low-code tools. • Understanding of microservice architecture. • Experience with 1C or other ERP systems.

• Salary: 150,000–200,000 RUB per month (net). • Annual bonus — equivalent to monthly salary (for effective work). • Official employment per Russian Labor Code; probation period — 3 months. • Hybrid work: one week in office (8:00–17:00), one week remote (11:00–20:00).