Technical Support and Escalation Engineer

Freelance opportunity

Role & responsibilities

Job Title : Developer Support Engineer

Location : Remote

Experience : 8+ years

Duration : 6 Months (Extendable)

We are looking for Level 3 technical assistance for our project. This role focuses on resolving complex issues, maintaining system stability, and ensuring a seamless experience for our users.

Requirements & Qualifications :

5+ years of experience working as an developer support engineer on L3 tier.

Strong proficiency in at least one programming language Ruby, Golang, Python, React or JavaScript.

Understanding of REST APIs, HTTP protocols, and JSON

Familiarity in AWS services

Experience with monitoring tools (e.G., Prometheus, Grafana, AWS CloudWatch, Datadog)

Strong problem-solving and debugging skills (logs, APIs, DB queries)

Experience with SQL and database troubleshooting

Experience working in Linux / Unix-based environments

Proven experience in conducting root cause analysis (RCA) and resolving production issues.

Familiarity with frontend or backend technologies to understand the codebase better.

Familiarity with support tools (e.G., Jira) and processes for issue tracking and maintaining SLAs.

Excellent communication skills to effectively interact with customers and internal teams.

Ability to work independently and resolve production issues in high-pressure environments.

Willingness to work from 7pm-4 : 30am CST hours.

Job Responsibilities :

Provide Level 3 support for our Stream+ platform.

Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact.

Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.

Contribute directly to the codebase as needed for hotfixes, patches, or performance improvements.

Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.

Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.

Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.

Assist in the release of hotfixes or patches in coordination with the development team.

Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.

Share feedback with product and engineering teams regarding product supportability and customer pain points.

This role requires to work from 7pm-4 : 30am CST hours.