Technical Support Specialist L2 (m/f/d)

Who we are

We are a truly international team and proud to play a central role in securing the electricity supply for Europe. As one of the leading Regional Coordination Centre (RCC), we and our partners provide integrated services to 16 electricity transmission system operators (TSOs) and their control centers in 12 European countries. Our network security assessment and capacity calculation procedures play an incremental role in securing the operational security of the European power system every hour of the day, around the clock.

Working with us

We are a smart and highly skilled bunch of people from more than 35 countries: In our team, we don't just pay lip service to diversity – we live it every day. What unites us is the real motivation to develop and contribute to new ways and new standards for a secure energy supply in Europe. We actively work with our culture and use our company behaviours as compass for our performance.

Benefits

• A competitive salary package with performance-based pay and attractive compensation for contributions to the retirement scheme
• Financial and practical relocation assistance for employees from abroad to help them get started in Germany.
• Individual development and training plans with dedicated budget
• We prioritize health: A positive working environment, 24/7 hotline for enhanced mental health, bike leasing, coffee & tea and fresh fruit
• Plenty of staff events throughout the year
• Work-life balance through flexible working hours and hybrid working models
• Work from anywhere: Worldwide ‘Workation’ for up to 4 weeks a year

This is what your day will look like

As a Technical Support Specialist L2, you provide second-level technical support and take ownership of restoring service when incidents cannot be resolved at L1. You are the escalation point for complex incidents requiring advanced diagnostics across application, middleware, infrastructure, and database layers. You use deep troubleshooting techniques (logs/metrics/traces/queries), coordinate resolution with IT Service Managers, L3/DevOps and external providers, and ensure service recovery within agreed targets. You also strengthen reliability through root‑cause analysis, post‑incident reviews, and continuous improvements in monitoring and automation.

Advanced Troubleshooting & Incident Resolution

• Perform advanced troubleshooting using logs, metrics, traces, and database queries.
• Own complex incidents, conduct deep root cause analysis, and implement workarounds to restore service.
• Handle code-level, architectural, and systemic issues before escalation to L3/development teams and ensure temporary mitigations/workarounds to restore service while permanent fixes are developed.

Reliability & Continuous Improvement

• Contribute to post‑incident reviews with clear findings and corrective actions.
• Improve monitoring, alerting, and observability to reduce noise and strengthen service stability.
• Support automation and resilience improvements where applicable.

Changes, CI/CD Safety & Release Support

• Support production changes, hotfixes, and configuration updates within controlled change and release processes.
• Contribute to CI/CD safety, release strategies, and rollback mechanisms.
• Provide support for both production and lower environments (such as staging, testing, and development), ensuring issues identified and resolved across all stages of the deployment lifecycle.

Collaboration & Interfaces

• Work closely with DevOps, platform, development, and architecture teams to ensure production readiness.
• Support L1 teams by improving runbooks, monitoring, and knowledge transfer (shift‑left).
• Coordinate with external vendors and validate the quality of delivered fixes.

You come with

• Degree in Computer Science / IT / Software Engineering, or equivalent practical experience.
• 5+ years of experience in SLA-driven service operations or production support environments.
• Strong hands‑on experience with:
  • Linux, networking, and application troubleshooting
  • Observability tools (e.g., Prometheus, Grafana, Datadog/New Relic, Elasticsearch/Splunk)
  • Databases (PostgreSQL/MySQL), REST APIs, and distributed systems
  • Containers (Docker, Kubernetes) and CI/CD pipelines
  • Software engineering background (e.g., Java, Python) and runtime understanding (JVM/.NET/Node concepts)
• Infrastructure as Code exposure (Terraform and/or Ansible).
• Solid understanding of ITIL/ITSM, incident management, and reliability concepts (SLO/SLI/KPIs).
• Strong analytical mindset, ownership mentality, and ability to coordinate during critical incidents.
• Very good English communication skills and intercultural competence.