• Night shift: Willingness to work from 8:00 AM to 5:00 PM CST (6:30 PM – 3:30 AM IST) is required. • You should be fully available during working hours; simultaneous full-time or on-site commitments may not be compatible. Background verification may apply. Requirements • 5+ years of experience working as a developer support engineer on the L3 tier. • Strong proficiency in at least one programming language (coding) — Ruby, Golang, Python, React, or JavaScript — with hands-on experience writing, debugging, and maintaining production-level code. • Ability to actively develop and deploy hotfixes, patches, and performance improvements as part of support duties. • Understanding of REST APIs, HTTP protocols, and JSON. • Familiarity with AWS services. • Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch, Datadog). • Strong problem-solving and debugging skills (logs, APIs, DB queries). • Experience with SQL and database troubleshooting. • Experience working in Linux/Unix-based environments. • Proven experience in conducting root cause analysis (RCA) and resolving production issues. • Familiarity with frontend or backend technologies to better understand the codebase. • Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs). • Excellent communication skills to effectively interact with customers and internal teams. • Ability to work independently and resolve production issues in high-pressure environments. Responsibilities • Provide Level 3 support for the company platform, including diagnosing, troubleshooting, and actively fixing production issues by writing and deploying code fixes, hotfixes, or patches. • Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact. • Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes, including code-level improvements. • Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance. • Collaborate with Level 1 and 2 support teams to efficiently escalate and resolve issues. • Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference. • Assist in releasing hotfixes or patches in coordination with the development team. • Ensure Service Level Agreements (SLAs) comply with response times and issue resolution. • Share feedback with product and engineering teams regarding product supportability and customer pain points. We offer • US and EU projects based on advanced technologies. • Competitive compensation based on skills and experience. • Annual performance appraisals. • Remote-friendly culture and no micromanagement. • Personalized learning program tailored to your interests and skill development. • Bonuses for article writing, public talks, other activities. • 15 PTO days, 10 national holidays. • Fun corporate celebrations and activities. • Awesome team, friendly and supportive community!