3rd Level Support

🔍 About the Role:

We are looking for a passionate and technically proficient Senior Technical Support Engineer to join our impact oriented 3rd-level support team. You will play a critical role in supporting internal cutting-edge development tools in the SEI (Software Engineering Insights) domain used by software developers, helping resolve complex issues, maintain application reliability, and provide exceptional service to our internal users — who are often developers themselves.

This is not your typical support role. We’re looking for someone who can think strategically, proactively identify and drive improvements, and act as the voice of the customer to influence our product direction.

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🎯 Responsibilities:

• Provide Tier 1–3 operational support for our ground breaking data-driven and GenAI based products

• Investigate and resolve data integrity, integration, and usability issues with and for SW developers

• Collaborate with developers, team leads, and application owners to deliver fast and accurate resolutions

• Monitor application health (alerting, availability, incident response)

• Deliver clear, empathetic communication and education to internal clients

• Gather client feedback and translate it into actionable insights for product and engineering teams

• Drive operational excellence through automation, documentation, and process improvements

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✅ Requirements:

• 5+ years in technical support, DevOps, or software engineering roles

• Solid troubleshooting skills in complex environments (APIs, integrations, data pipelines)

• Strong communication and collaboration skills — able to speak both “developer” and “user”

• Ability to work flexible hours and support cross-time-zone teams

• Comfortable with logs, metrics, monitoring tools, and root cause analysis

• Customer-first mindset with a passion for solving problems and making things better

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💡 Bonus Points For:

• Experience with AI/ML tools, especially LLMs and RAG-based systems

• Experience with software development tools (e.g., Git, CI/CD, observability platforms)

• Familiarity with developer productivity metrics or engineering enablement platforms

• Experience working with internal tools or platform engineering teams

• Contributions to internal documentation or enablement initiatives

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🌟 Why Join Us?

• Influence meaningful tools that directly improve how developers work

• Own a wide variety of technical challenges across innovative products

• Join a collaborative, growth-minded team that values ownership, empathy, and curiosity

We are hiring for various positions within the company, with some roles offered through outsourcing. Join us and enjoy a dynamic and flexible work environment.