L3 Support Engineer - IT Operations

Description :

Title : L3 Support Engineer.

We are seeking an experienced Level 3 Support Engineer to join our team.

This role focuses on debugging and resolving technical issues in a SaaS-based environment integrated with Atlassian Cloud Applications.

Youll serve as the technical bridge between customer support and engineering teams diagnosing complex cases, identifying code-level issues, and ensuring timely resolutions.

Key Responsibilities :

- Handle advanced technical escalations from L1/L2 support.

- Analyze browser console logs, API requests, and backend traces to identify root causes.

- Debug issues in JavaScript/TypeScript codebase (Agile.js or Node.js environment).

- Work with engineering teams to apply permanent fixes and improve system reliability.

- Support customer onboarding, configuration, and data migration activities.

- Document resolutions, maintain FAQs, and contribute to support automation efforts.

- Perform post-incident analysis and suggest preventive measures.

- Collaborate cross-functionally with Product, QA, and DevOps teams.

Required Skills & Experience :

- 47 years of experience supporting SaaS/web-based applications.

- Strong programming and debugging skills in JavaScript, TypeScript, and Node.js.

- Experience with Agile.js or similar modern frameworks.

- Deep understanding of REST APIs, JSON, and browser/network debugging tools.

- Hands-on experience with Atlassian Cloud platform (Jira/Confluence Cloud preferred).

- Familiarity with CI/CD pipelines, cloud infrastructure (AWS/Azure), and log analysis.

- Experience analyzing API integrations, authentication flows, and service dependencies.

- Strong analytical and communication skills.

Nice to Have :

- Exposure to Atlassian Marketplace apps.

- Knowledge of ElasticSearch, OpenSearch, or Atlassian Forge framework.

- Experience using Jira Service Management or similar ticketing tools.

- Prior background in L3 or Developer Support for SaaS applications.