About the Role
We are looking for an experienced L3 Support Engineer to join our support and delivery team. You will serve as the highest tier of technical escalation, responsible for diagnosing and resolving complex, code-level and infrastructure-level issues in production applications built on Java, Spring Boot, and MySQL. This role requires deep technical expertise, strong root-cause analysis skills, and the ability to work closely with development and DevOps teams to deliver permanent fixes.
Key Responsibilities
- Act as the final escalation point for issues escalated from L1/L2 support teams
- Perform root cause analysis (RCA) for recurring or critical production issues
- Debug and fix code-level issues in Java/Spring Boot applications
- Review application logs, stack traces to identify failure points
- Coordinate hotfixes and deployments through the CI/CD pipeline for critical production issues
- Working knowledge of Jira and similar ticketing and issue-tracking tools.
- Collaborate with development teams to convert recurring incidents into permanent code/architecture fixes
- Document known issues, workarounds, and RCA reports for the knowledge base
- Participate in on-call rotation for critical (P1/P2) production incidents
- Provide technical mentorship and guidance to L1/L2 support engineers
