Support Engineer 3

Support Engineer III Platform & Escalations (L3)

Pando (www.pando.ai) is pioneering the future of autonomous logistics with innovative AI capabilities. Trusted by Fortune 500 enterprises with global customers across North America, Europe, and Asia Pacific regions, we are leading the global disruption of supply chain software, with our AI-powered, no-code, & unified platform empowering Autonomous Supply Chain®.

We have been recognized by Gartner for our transportation management capabilities, by the World Economic Forum (WEF) as a Technology Pioneer, by G2 as a Market Leader in Freight Management, and named one of the fastest-growing technology companies by Deloitte.

Role

We are looking for a highly motivated and technically proficient Support Engineer III to join our team. The ideal candidate will possess a strong blend of technical expertise, problem-solving skills, and customer-facing experience to ensure the stability and performance of our product platform while delivering exceptional support to our customers.

Key Responsibilities

• Deep Technical Troubleshooting: Conduct in-depth analysis and resolution of complex technical issues by examining various data sources, including application and system logs, querying and analyzing data in Postgres and DocumentDB, inspecting Man-in-the-Middle (MITM) flows, and tracing issues through job pipelines.
• Defect Management and Resolution: Identify, track, and manage recurring defects. Develop and apply low-risk patches and workarounds to restore service and prevent future occurrences.
• Incident Leadership and Coordination: Act as the primary technical Point of Contact (POC) for customers during severe incidents (SRT/ERT/P1). Lead the technical investigation and resolution efforts, ensuring clear and timely communication with all stakeholders.
• Operational Stability and Monitoring: Take ownership of platform-level alerting and monitoring systems. Proactively manage and enhance operational stability, ensuring high availability and performance of the product.
• Engineering Efficiency and Firefighting Reduction: Implement lasting solutions and contribute to documentation and tooling to reduce dependency on the Product Engineering team for non-core fixes, ongoing support, and incident firefighting.

Required Qualifications

• Proven experience in a technical support, site reliability role.
• Expertise in analyzing application logs and system metrics.
• Strong proficiency in database query languages (e.g., SQL) and experience with technologies like Node.js, AWS, Postgres and NoSQL databases such as DocumentDB.
• Experience with network troubleshooting, including analyzing traffic (e.g., MITM flows).
• Demonstrated ability to lead technical aspects of critical P1/SRT/ERT incidents.
• Familiarity with monitoring and alerting tools (e.g., Prometheus, Grafana, PagerDuty).
• Solid understanding of software deployment, job pipelines, and distributed systems.