Java Support Engineer

Description :

Job Title : L3 Support Engineer

Location : Remote

Job Summary :

- We are looking for a Level 3 Support Engineer to join our Xray Data Center (DC) team supporting Atlassian-based enterprise products.

- You will act as the escalation point for complex customer issues, working closely with developers and QA engineers to analyze, troubleshoot, and resolve critical production incidents.

- This role requires strong experience with Java, Atlassian Plugin Framework, and enterprise support practices.

Key Responsibilities :

- Handle complex issues escalated from Level 1 and Level 2 support teams for Xray DC.

- Investigate root causes by reproducing, debugging, and analyzing application and server logs.

- Collaborate with the development team to provide long-term fixes and product improvements.

- Troubleshoot issues related to Atlassian applications (Jira/Confluence) in Server/DC environments.

- Manage patch releases and coordinate with QA to validate fixes.

- Support customer deployments, upgrades, and integrations.

- Maintain detailed technical documentation and contribute to the internal knowledge base.

- Participate in incident reviews to improve reliability and customer experience.

Required Skills & Experience :

- 4 to 7 years of experience in enterprise software support or application support.

- Strong hands-on experience in Java 11+, Spring, and REST APIs.

- Familiarity with Atlassian SDK, Atlassian Plugin Framework, and Active Objects.

- Experience with Maven, Git/Bitbucket, and Bamboo/Jenkins pipelines.

- Proficiency in Linux environments, bash scripting, and log analysis (Log4j2, Tomcat, etc.

- Working knowledge of SQL and database performance debugging.

- Understanding of thread safety, clustering, and Data Center scalability concepts.

- Excellent debugging and communication skills to work effectively with global teams.

Nice to Have :

- Exposure to Xray for Jira or other Atlassian Marketplace apps.

- Familiarity with Lucene or OpenSearch.

- Prior experience in L3/Developer Support for enterprise Java products.