3rd Level Support- LevelUP

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. Were 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.

Responsibilities:

Provide Tier 13 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