L3 Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and resolve the most intricate and high-stakes customer support challenges as the ultimate point of escalation.

• Engage directly with customers to investigate, troubleshoot, and clarify complex technical issues.

• Conduct in-depth technical analysis across application functionalities, integrations, APIs, and data layers.

• Identify root causes and establish resolution strategies, which may include support fixes, workarounds, or product escalations.

• Collaborate with Product and Engineering teams to share insights, validate assumptions, and aid in resolution initiatives.

• Convert customer-reported issues into precise technical problem statements.

• Offer guidance and technical mentorship to Tier 2 support personnel.

• Recognize recurring issues, patterns, and opportunities for enhancing support quality.

• Develop and maintain internal documentation to promote knowledge sharing and improve escalation quality.

• Participate in incident response, escalations, and on-call duties as needed.

⛳️ Requirements

• 4–6+ years of experience in Technical Support, Support Engineering, or related roles within SaaS environments.

• Strong troubleshooting skills with both relational and non-relational databases, including MongoDB and SQL.

• Demonstrated capability to manage and resolve intricate technical issues.

• Familiarity with support ticketing systems, tools, and escalation workflows.

• Excellent customer service and communication abilities, with a talent for articulating complex technical matters clearly and confidently to clients.

• Comfort in collaborating with Product and Engineering teams in Agile settings.

• Experience in participating in customer calls during high-severity incidents (preferred).

• Knowledge of scripting or automation tools such as Python or Ruby (preferred).

• Exposure to distributed systems, integrations, or data-intensive platforms (preferred).

• Background in the Energy, Fuel Supply Chain, or Logistics sectors (preferred).

🏝️ Benefits

• Fully remote work arrangement.

• Open communication culture.

• Mutual trust among team members.

• Opportunities for long-term, successful career paths.

• Team recognition and appreciation.

• Collaboration with numerous Fortune 500 clients.