Developer Support Engineer

Team and Responsibilities

We are looking for Level 3 technical assistance for our project. This role focuses on resolving complex issues, maintaining system stability, and ensuring a seamless experience for our users.

Requirements & Qualifications:

• 5+ years of experience working as an developer support engineer on L3 tier.
• Strong proficiency in at least one programming language Ruby, Golang, Python, React or JavaScript.
• Understanding of REST APIs, HTTP protocols, and JSON
• Familiarity in 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 understand the codebase better.
• 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.
• Willingness to work from 8:00 AM to 5:00 PM CST

Job Responsibilities:

• Provide Level 3 support for our Stream+ platform.
• 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.
• Contribute directly to the codebase as needed for hotfixes, patches, or performance improvements.
• Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.
• Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.
• Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.
• Assist in the release of hotfixes or patches in coordination with the development team.
• Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.
• Share feedback with product and engineering teams regarding product supportability and customer pain points.
• This role requires to work from 8:00 AM to 5:00 PM CST hours.