Java Support Cloud Engineer

Title:

Location:

Summary:

We are seeking an experienced Level 3 Support Engineer to join our team.

This role focuses on debugging and resolving technical issues in a SaaS-based environment integrated with Atlassian Cloud Applications. You’ll serve as the technical bridge between customer support and engineering teams — diagnosing complex cases, identifying code-level issues, and ensuring timely resolutions.

Key Responsibilities:

• Handle advanced technical escalations from L1/L2 support.

• Analyze browser console logs, API requests, and backend traces to identify root causes.

• Debug issues in JavaScript/TypeScript codebase (Agile.js or Node.js environment).

• Work with engineering teams to apply permanent fixes and improve system reliability.

• Support customer onboarding, configuration, and data migration activities.

• Document resolutions, maintain FAQs, and contribute to support automation efforts.

• Perform post-incident analysis and suggest preventive measures.

• Collaborate cross-functionally with Product, QA, and DevOps teams.

Required Skills & Experience:

• 4–7 years of experience supporting SaaS/web-based applications.

• Strong programming and debugging skills in JavaScript, TypeScript, and Node.js.

• Experience with Agile.js or similar modern frameworks.

• Deep understanding of REST APIs, JSON, and browser/network debugging tools.

• Hands-on experience with Atlassian Cloud platform (Jira/Confluence Cloud preferred).

• Familiarity with CI/CD pipelines, cloud infrastructure (AWS/Azure), and log analysis.

• Experience analyzing API integrations, authentication flows, and service dependencies.

• Strong analytical and communication skills.

Nice to Have:

• Exposure to Atlassian Marketplace apps.

• Knowledge of ElasticSearch, OpenSearch, or Atlassian Forge framework.

• Experience using Jira Service Management or similar ticketing tools.

• Prior background in L3 or Developer Support for SaaS applications.