Level III Support Engineer

Your future team

At Cowbell, our Platform Support team is all about making things smoother for our internal folks and API partners. We do this by bringing our A-game in technical know-how and product smarts, always keeping our users' needs front and center.

About The Role

As a Level 3 Support Engineer II at Cowbell, you will play a crucial role in enhancing our customers' experience. You will be responsible for identifying and resolving production anomalies, collaborating closely with our global team of Level 2 and Level 3 engineers to tackle complex issues. Your dedication and urgency will be key in providing timely resolutions, ensuring our platform users remain unblocked and operations run smoothly.

What You Will Do:

Issue Resolution:

• Triage and troubleshoot user-reported issues, identifying the most effective resolution path.
• Implement production hotfixes and data changes to unblock users and mitigate issues.
• Lead code enhancement initiatives to improve platform resilience and reduce critical incidents.
• Prioritize and manage multiple incidents and deadlines in a fast-paced environment.

On-Call & Alerting:

• Participate in on-call rotations to triage, investigate, prioritize, and resolve critical bugs.
• Become proficient in setting metric-based alerts, investigating logs, and identifying fixes or escalating to appropriate service owners when necessary.

Knowledge & Collaboration:

• Identify patterns and group similar/related issues to determine optimal resolutions.
• Collaborate with other teams to build and maintain Level 2 & Level 3 Knowledge Bases, Status pages, incident notes, and other internal and external platform resources.
• Maintain strong collaboration, communication, and interaction with all stakeholders (platform users, engineering, QA, and product teams) on support-related topics.

What We Need From You:

We are seeking a highly motivated and experienced Level 3 Platform Support Engineer to join our team.The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and a commitment to continuous learning and growth.

Education & Experience:

• Bachelor's degree in Computer Science or a related field, or equivalent practical experience.
• Minimum of three years of experience with Spring Boot applications.
• Minimum of two years of experience with Java Microservices.

Technical Skills:

• Demonstrated expertise in software application debugging and troubleshooting.
• Familiarity with technical support processes and escalation management.Proficiency with Microservices,
• RESTful web services, and Kafka.Experience with ELK and RDS/Postgres.
• Hands-on experience with continuous software deployment in containerized microservices on public cloud infrastructure.

Soft Skills:

• Proactive and eager to learn new technologies and concepts daily.Exceptional interpersonal skills, including clear and professional written and verbal communication.
• Possess a responsible, reliable, confident, committed, empathetic, genuine, and helpful working style.Self-motivated, self-directed, adaptable, and capable of managing multiple tasks effectively.
• Strong ownership mindset, embracing both responsibility and accountability.

Bonus/Nice to Have:

• Experience working on a Software as a Service (SaaS) product.
• Familiarity with continuous integration and automated testing.
• Prior experience with tools such as JIRA, JIRA Service Management, Fire Hydrant, Datadog, Honeycomb, Komodor, Postman, and Tableau.
• Knowledgeable and comfortable working with Copilot and other LLM tools to assist in troubleshooting and code fixes.