L3 Support Engineer

Job Summary

We seek a motivated and detail-oriented L3 Technical Support Engineer to join our

technical support team. In this role, you will provide advanced maintenance and

support, troubleshoot complex issues, and collaborate closely with our development,

product and SRE Teams to ensure reliability and stability of our products.

Responsibilities

• Primary focus on building and improving observability and reliability of the

systems.

• Build tools and utilities to drive efficiency and reliability of the systems.
• Troubleshoot and resolve advanced technical issues
• Document resolutions, create knowledge base articles, and suggest process and

system improvements.

• Work in collaboration with SRE and Development teams
• Monitor and optimize the performance of customer-facing infrastructure hosted

on AWS.

• Reproduce customer issues in staging environments to validate fixes.

Requirements

• Bachelors degree in Computer Science, IT, related field, or equivalent

experience.

• 4+ years of experience in L3 technical support, reliability engineering, SRE or a

similar technical role.

• Strong understanding of Python Flask applications, React-based interfaces, and

MySQL databases.

• Experience with AWS services (EC2, S3, RDS, CloudWatch).
• Proficient in reading logs, querying databases, and understanding REST APIs.
• Strong analytical and problem-solving skills.
• Excellent communication skills and a customer-first mindset.
• Ability to multitask and prioritize tasks in a fast-paced environment.

Preferred Skills

• Strong hands-on debugging and scripting experience in,Python, SQL
• Experience working with Cloud preferably AWS
• Experience with CRM platforms (e.g., Salesforce, Zoho, HubSpot).
• Familiarity with logging and monitoring tools such as BetterStack, ELK Stack,

Cloudwatch or Datadog

• Experience working with JIRA, Confluence, Git
• Knowledge of CI/CD pipelines and debugging deployment issues
• Good to have exposure working with AI Tools