Job
Description
Svitla Systems Inc. is looking for an experienced L3 Developer Support Engineer for a full-time position (40 hours per week) in India. Our client is a trusted ERP provider for over 100 companies in the oil & gas industry, offering a unified cloud-based platform for upstream and midstream operations. Their integrated solution eliminates data silos, reduces operational costs, and accelerates business performance. The platform covers everything from accounting and data migration to field operations and transportation — all designed to streamline energy workflows. This role goes beyond traditional support — you will actively contribute to the codebase by writing and deploying hotfixes, working with APIs, databases, and AWS services, and collaborating closely with engineering and product teams. Strong technical skills and hands-on development experience are essential to resolve complex production issues in a fast-paced environment. Please Note 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 — 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. Free webinars, meetups and conferences organized by Svitla. Fun corporate celebrations and activities. Awesome team, friendly and supportive community!
