Support Engineer (L2) — Developer Track | SaaS Startup

About Offshore Launch:

Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them.

Why Join Offshore Launch?

Impact the growth and success of small and medium-sized businesses.

Work in a people-first, remote environment that values growth and ongoing development.

Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration.

Contribute to a culture that values partnership, service, and excellence.

Your Role:

As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client’s business for multiple years.

You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through:

Membership in the Offshore Launch Slack workspace

Bi-weekly All Team meetings

Monthly reviews

Your job is to help the Client succeed.

Our job is to help you succeed.

About the Client:

We're hiring a technically sharp, fast-moving Support Engineer to join a growing SaaS platform in the nonprofit fundraising space. This is a hybrid support-and-development role — you'll own the morning support queue, resolve bugs independently, and progressively take on deeper technical work as you build codebase familiarity.

You'll be working directly alongside the technical co-founder. There is no senior engineer to escalate to, no large team to absorb tickets, and no hand-holding during onboarding. This role is for someone who thrives in exactly that environment.

Responsibilities:

Own the L1 support queue (9am–1pm): triage, respond to, and resolve customer-facing technical issues independently

Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers

Navigate and debug an existing proprietary codebase you didn't write — quickly and without extensive guidance

Shift into feature development and deeper technical work in the afternoons as ramp-up progresses

Communicate ticket status and blockers proactively — without waiting to be asked

Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure

Who This Role Is For:

You're a problem solver. When handed an unfamiliar system with a bug and no documentation, your instinct is to dig in — not to wait for someone to walk you through it. You'll resolve 3–5+ bugs per day, not one or two. You think in 30-minute sprints, not multi-hour deep dives. Speed is the filter for this role — not just the ability to solve problems, but the ability to solve them fast and move on.

Specifically, you:

Target 3+ resolved tickets daily during normal periods, scaling to 5+ during demand spikes — carry-over is the exception, not the habit

Have debugged codebases you didn't build — and are comfortable doing so under time pressure

Know when to escalate and when to keep going (and won't confuse the two)

Can context-switch between a customer-facing L1 ticket and a technical L2 bug in the same morning

Are energized by problem variety, not deep specialization in a single domain

Requirements

3–5 years of software development experience (full-stack or backend-leaning)

Hands-on experience with the Microsoft stack: C#, ASP.NET MVC, SQL Server

Demonstrated ability to debug unfamiliar codebases independently

Front-end basics: HTML, CSS, JavaScript, jQuery, Bootstrap

Strong written English — clear, direct, proactive communicator

Comfortable working in a lean startup environment with minimal documentation and real ownership

A Note on the Codebase

The platform is proprietary and built primarily by the co-founder. This isn't a well-documented, multi-team system with established conventions — it's one person's architecture, and you'll be learning its logic rather than refactoring it. That's not a problem for the right candidate; it's actually the interesting part. But if you rely on structured onboarding and thorough documentation to get up to speed, this environment will be a friction point.

Bonus Points

Background in support engineering, developer support, or a hybrid dev/support role

Experience with Azure infrastructure

Prior work at a startup or on a very small engineering team

Comfortable with AI-assisted development — the team actively uses Claude for architectural work and expects you to be a co-user, not a skeptic. If you've integrated AI tooling into your daily workflow, say so.

Environment Onboarding

This is a remote-first role. You'll start on L1 support during a slower season (June–August), which serves as your product immersion period before L2 responsibilities increase…