L3 Support Engineer
Job Summary
Owning the most complex and high-impact customer support issues, the fully remote L3 Support Engineer will act as the final support escalation point, collaborating with customers and internal teams to investigate and resolve advanced technical challenges.
Key Responsibilities:
- Own and resolve complex customer support issues, serving as the final escalation point
- Investigate and troubleshoot technical issues, providing clear explanations to customers
- Collaborate with Product and Engineering teams to communicate findings and support resolution efforts
Required Qualifications:
- 4-6+ years of experience in Technical Support, Support Engineering, or related roles within SaaS environments
- Strong troubleshooting experience with relational and non-relational databases (e.g., MongoDB, SQL)
- Proven ability to manage and resolve complex technical issues
- Experience with support ticketing systems, tools, and escalation processes
- Comfort collaborating with Product and Engineering teams in Agile environments
Complete Job Description
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