Backend Engineer(L3 Tech Support)

Overview

Senior technical escalation point (L3 Support Engineer) sitting between support teams and engineering, investigating complex production issues, identifying root causes and building tools and processes that sharpen the support function.

What you'll do

• Investigate and resolve complex technical issues escalated from L1 and L2 support teams
• Participate in on-call rotation to ensure continued platform coverage and incident response
• Collaborate with engineering to identify, document, and fix recurring platform issues at the root cause level
• Build tools, scripts, and automation to improve troubleshooting efficiency across the support function
• Maintain and improve logging, monitoring, and alerting systems to surface issues proactively
• Document resolutions, processes, and best practices to build institutional knowledge
• Own and develop knowledge base articles that empower L1 and L2 teams to resolve more independently
• Work closely with product and engineering to ensure customer-reported issues translate into meaningful platform improvements

What you'll need

• 3+ years of experience in a technical support or software engineering role, handling production-level incidents
• Strong troubleshooting skills across backend web applications, APIs, and cloud infrastructure
• Experience working with AI tools
• Experience with relational databases (PostgreSQL, MySQL) and Elasticsearch
• Familiarity with containerisation (Docker, Kubernetes) and cloud platforms (GCP, AWS, or Azure)
• Solid knowledge of logging, monitoring, and alerting tools such as Prometheus, Grafana, or Datadog
• Ability to communicate clearly and work effectively across engineering, product, and support teams
• Proactive problem-solver who enjoys getting to the bottom of complex, ambiguous issues

Nice to have

• Proficiency in Ruby on Rails or a similar backend framework

Details

• Full-time, onsite role based in the Bangalore office, Monday to Friday
• Flexible working hours across APAC and European time zones