L3 Developer Support Engineer (Night Shift)

• Night shift: Willingness to work from 8:00 AM to 5:00 PM CST (6:30 PM – 3:30 AM IST) is required.

• You should be fully available during working hours; simultaneous full-time or on-site commitments may not be compatible. Background verification may apply.

Requirements

• 5+ years of experience working as a developer support engineer on the L3 tier.

• Strong proficiency in at least one programming language (coding) — Ruby, Golang, Python, React, or JavaScript — with hands-on experience writing, debugging, and maintaining production-level code.

• Ability to actively develop and deploy hotfixes, patches, and performance improvements as part of support duties.

• Understanding of REST APIs, HTTP protocols, and JSON.

• Familiarity with AWS services.

• Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch, Datadog).

• Strong problem-solving and debugging skills (logs, APIs, DB queries).

• Experience with SQL and database troubleshooting.

• Experience working in Linux/Unix-based environments.

• Proven experience in conducting root cause analysis (RCA) and resolving production issues.

• Familiarity with frontend or backend technologies to better understand the codebase.

• 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.

Responsibilities

• Provide Level 3 support for the company platform, including diagnosing, troubleshooting, and actively fixing production issues by writing and deploying code fixes, hotfixes, or patches.

• 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, including code-level improvements.

• 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.

• Annual performance appraisals.

• Remote-friendly culture and no micromanagement.

• Personalized learning program tailored to your interests and skill development.

• Bonuses for article writing, public talks, other activities.

• 15 PTO days, 10 national holidays.

• Fun corporate celebrations and activities.

• Awesome team, friendly and supportive community!