L3 Support Engineer

Job Summary

As an L3 Support Engineer for our SaaS product, you will be the final escalation point within the support team, responsible for diagnosing, troubleshooting, and resolving complex issues that cannot be addressed by L1 or L2 support. You will work closely with product engineering, QA, and DevOps teams to ensure the timely resolution of issues and contribute to product improvements by identifying recurring problems and potential enhancements.

Key Responsibilities

• Troubleshoot complex issues involving application logic, integrations, database, and infrastructure layers.
• Analyse logs, code, configurations, and infrastructure metrics to identify root causes.
• Reproduce customer issues in staging environments and work with engineering to validate fixes.
• Create and maintain knowledge base articles and runbooks for recurring incidents.
• Collaborate with product and development teams to prioritise and resolve product defects and improvements.
• Participate in on-call rotations as needed to support critical incidents.
• Ensure issues are resolved within SLA timelines with thorough documentation in the ticketing system.
• Contribute to the continuous improvement of support processes, tools, and monitoring strategies.

Required Skills and Qualifications

• 1-3 years of experience in technical support or software engineering roles, preferably in a SaaS environment.
• Good understanding of web technologies and backend services.
• Familiarity with CI/CD pipelines, DevOps practices, and containerisation (Docker, Kubernetes) is an advantage.
• Excellent analytical, problem-solving, and communication skills.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.

• Strong expertise in:

• SaaS architectures and cloud-based systems (AWS, Azure, or GCP).
• SQL querying and database debugging (PostgreSQL, MySQL, or similar).
• Application log analysis, debugging tools, and performance monitoring.
• APIs troubleshooting and integration support.
• Linux-based command interface.

Preferred Skills

• Experience working with enterprise customers in a SaaS support environment.
• Knowledge of ITIL processes for incident, problem, and change management.
• Exposure to scripting (Python, Bash) for automating diagnostics or support tasks.
• Understanding of security practices and compliance standards relevant to SaaS products.

Work Environment

• Primarily work from the office.
• May require flexible working hours to support global customers and critical incidents.