L3 Support Engineer

L3 SUPPORT ENGINEER

The role focuses on resolving complex issues, maintaining system stability, and ensuring a seamless user experience.

REQUIREMENTS:

• 5+ years of experience working as an L3 Support Engineer.
• Strong knowledge of at least one programming language – Ruby, Golang, Python, React, or JavaScript.
• Knowledge of REST APIs, HTTP protocols, and JSON.
• Experience with AWS
• Knowledge of monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch).
• Strong problem-solving and debugging skills (logs, APIs, DB queries).
• Familiarity with SQL and database troubleshooting.
• Experience working in Linux/Unix-based environments.
• Understanding of conducting root cause analysis (RCA) and resolving production issues.
• 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.
• Have a willingness to work from 8:00 AM to 5:00 PM CST.

RESPONSIBILITIES:

• Provide Level 3 support for the company 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.
• 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.
• Regular performance appraisals to support your growth.
• 15 vacation days, 10 national holidays, 5 sick days.
• Free tech webinars and meetups organized by Svitla.
• Reimbursement for private medical insurance.
• Personalized learning program tailored to your interests and skill development.
• Bonuses for article writing, public talks, and other activities.
• Fun corporate online\offline celebrations and activities.
• Awesome team, friendly and supportive community!
• About Svitla