Senior System Engineer – Level 3 Support

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

📋 Description

• Lead the resolution of critical Level 3 application incidents through in-depth root-cause analysis and direct client engagement until full resolution is achieved.

• Work collaboratively with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance platform stability, and facilitate the onboarding of new clients.

• Monitor the health of cloud applications and manage system alerts effectively.

• Participate in shift and on-call rotations to ensure optimal performance and availability.

• Drive automation processes and foster continuous improvement across Incident, Problem, and Change Management workflows.

• Take ownership of assigned technical projects and deliverables, executing them within established timelines.

⛳️ Requirements

• A minimum of 5 years of experience providing support for enterprise-level applications in a senior Level 3 support role.

• Solid understanding of cloud-based platforms and multi-tier architectures.

• Experience with log analysis and contemporary observability frameworks like Datadog and Grafana.

• Familiarity with IT service delivery frameworks, including Incident, Problem, and Change Management.

• Proficiency with ServiceNow or JIRA.

• Strong hands-on experience with Linux environments.

• Excellent written and verbal communication skills, capable of articulating complex technical concepts clearly to external customers.

• Bachelor's degree in IT or Computer Science, or equivalent practical experience.

• Exposure to DevOps practices, Docker, Kubernetes, REST APIs, Python scripting, or Content Service Platforms such as Alfresco or Hyland is advantageous.

🏝️ Benefits

• Comprehensive health, wellness, and retirement plans available from the first day of employment.

• Flexible vacation policy.

• Flexible work schedules.

• Ongoing training opportunities.

• Access to corporate learning resources.

• Internal advancement opportunities on a global scale.

• Competitive salary aligned with experience.

• Comprehensive benefits package offered company-wide.