Developer Support Engineer

As a Developer Support Engineer for the Stream+ platform, your primary role will be to provide Level 3 technical assistance by resolving complex issues, ensuring system stability, and delivering a seamless experience for users. Your responsibilities will include: - Diagnosing, troubleshooting, and swiftly resolving production issues to minimize customer impact. - Conducting root cause analysis (RCA) for recurring issues and implementing permanent fixes. - Contributing directly to the codebase for hotfixes, patches, or performance improvements. - Maintaining and troubleshooting MS SQL Server databases to ensure data integrity, availability, and performance. - Collaborating with Level 1 and Level 2 support teams to escalate and resolve issues efficiently. - Documenting fixes, enhancements, and issue resolutions for knowledge sharing and future reference. - Assisting in the release of hotfixes or patches in coordination with the development team. - Ensuring compliance with Service Level Agreements (SLAs) for response times and issue resolution. - Sharing feedback with product and engineering teams to improve product supportability and address customer pain points. Qualifications and Requirements: - 5+ years of experience as a developer support engineer on L3 tier. - Proficiency in at least one programming language such as Ruby, Golang, Python, React, or JavaScript. - Understanding of REST APIs, HTTP protocols, and JSON. - Familiarity with AWS services and monitoring tools like Prometheus, Grafana, AWS CloudWatch, and Datadog. - Strong problem-solving and debugging skills including logs, APIs, and DB queries. - Experience with SQL and database troubleshooting 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. - Knowledge of support tools like Jira for issue tracking and maintaining SLAs. - Excellent communication skills to interact effectively with customers and internal teams. - Ability to work independently and resolve production issues in high-pressure environments. - Willingness to work from 7pm-4:30am CST hours.,