Java Support Cloud Engineer

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 :

Nice to Have :