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Java Support Cloud Engineer

Java Support Cloud Engineer

AideWiser SolTekguwahati, India
2 days ago
Job description

Title : L3 Support Engineer

Location : Remote

Summary :

We are seeking an experienced Level 3 Support Engineer to join our team.

This role focuses on debugging and resolving technical issues in a SaaS-based environment integrated with Atlassian Cloud Applications. You’ll serve as the technical bridge between customer support and engineering teams — diagnosing complex cases, identifying code-level issues, and ensuring timely resolutions.

Key Responsibilities :

  • Handle advanced technical escalations from L1 / L2 support.
  • Analyze browser console logs, API requests, and backend traces to identify root causes.
  • Debug issues in JavaScript / TypeScript codebase (Agile.js or Node.js environment).
  • Work with engineering teams to apply permanent fixes and improve system reliability.
  • Support customer onboarding, configuration, and data migration activities.
  • Document resolutions, maintain FAQs, and contribute to support automation efforts.
  • Perform post-incident analysis and suggest preventive measures.
  • Collaborate cross-functionally with Product, QA, and DevOps teams.

Required Skills & Experience :

  • 4–7 years of experience supporting SaaS / web-based applications.
  • Strong programming and debugging skills in JavaScript, TypeScript, and Node.js.
  • Experience with Agile.js or similar modern frameworks.
  • Deep understanding of REST APIs, JSON, and browser / network debugging tools.
  • Hands-on experience with Atlassian Cloud platform (Jira / Confluence Cloud preferred).
  • Familiarity with CI / CD pipelines, cloud infrastructure (AWS / Azure), and log analysis.
  • Experience analyzing API integrations, authentication flows, and service dependencies.
  • Strong analytical and communication skills.

    • Nice to Have :

  • Exposure to Atlassian Marketplace apps.
  • Knowledge of ElasticSearch, OpenSearch, or Atlassian Forge framework.
  • Experience using Jira Service Management or similar ticketing tools.
  • Prior background in L3 or Developer Support for SaaS applications.
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    Cloud Support Engineer • guwahati, India