We are looking for Level 3 technical assistance for our project.

This role focuses on resolving complex issues, maintaining system stability, and ensuring a seamless experience for our users.

Requirements & Qualifications :

- 5+ years of experience working as an developer support engineer on L3 tier.

- Strong proficiency in at least one programming language Ruby, Golang, Python, React or JavaScript.

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

- Familiarity in 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 understand the codebase better.

- Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining SLAs.

- Excellent communication skills to effectively interact with customers and internal teams.

- Ability to work independently and resolve production issues in high-pressure environments.

- Willingness to work from 7pm-4:30am CST hours.

Job Responsibilities :

- Provide Level 3 support for our Stream+ platform.

- 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.

- Contribute directly to the codebase as needed for hotfixes, patches, or performance improvements.

- Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.

- Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.

- Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.

- Assist in the release of hotfixes or patches in coordination with the development team.

- Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.

- Share feedback with product and engineering teams regarding product supportability and customer pain points.

This role requires to work from 7pm-4:30am CST hours.