L3 Support Engineer
Primary stack
Nice to have's
Job description
About the Position
We are seeking a L3 Support Engineer to join our team and manage complex technical issues in a SaaS environment for US-based medical equipment providers. The system is live, growing, and needs someone who can hold the line when things get complex.
Responsibilities
- Own the L3 escalation layer - be the last technical stop before an issue reaches the development team, and make sure most don’t need to.
- Diagnose and resolve deep-level issues across backend services, APIs, and databases, with a clear path to permanent fixes - not just workarounds.
- Drive root cause analysis in close collaboration with dev and DevOps, turning recurring incidents into documented, solved problems.
- Keep the knowledge base current - incidents, solutions, and patterns that actually help the next person on shift.
- Support releases and bug fix validation from the operational side, including CI/CD touchpoints.
Requirements
- 3–5+ years in IT support roles, with hands-on experience in SaaS or enterprise application environments.
- Solid experience troubleshooting.NET-based applications - C# and ASP.NET Core specifically.
- Strong grasp of microservices architecture - you understand how services talk to each other and where things break down.
- Comfortable working with MySQL or PostgreSQL at a diagnostic level - reading query plans, spotting data issues, tracing DB-side failures.
- Familiar with API troubleshooting, authentication flows, and authorization patterns - you know what a broken token or a misconfigured scope looks like.
- Experience with ticketing systems and incident management workflows (JIRA or similar).
- Upper-Intermediate English or above - enough to communicate clearly with a US-based client team in writing and on calls.
- Comfortable using AI tools (ChatGPT, Copilot, or similar) to speed up diagnostics, draft documentation, and work through unfamiliar codebases.
- Available to start your working day at 2PM CET time.
Nice to Have
- Experience with CI/CD pipelines from an operational or support perspective.
We Offer
- Remote or hybrid work options.
- Access to dedicated professional training and development opportunities.
- Sharpen your cross-cultural communication with our dedicated in-house English tutor.
- Participate in our Referral Bonus program to get rewarded for bringing top talent to the team.
- Enjoy special perks to celebrate your birthdays, weddings, and the arrival of new family members.
- Benefit from dedicated invoicing assistance, tech admin support, and proactive People Partnership.
Ready to try your hand? Send your CV without a doubt!
About the Company
We are building a centralized SaaS platform that handles the operational backbone for US-based home medical equipment providers and hospitals. Our platform manages scheduling, invoicing, documentation, and medical item logistics.
© Glorium Technologies. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
For over 15 years, Glorium Technologies has been helping startups and enterprises grow in real estate, healthcare, fintech, e-commerce, hi-tech, and other industries. We combine deep expertise in AI, Big Data, Machine Learning, and Data Science with a full-cycle approach to software and app development. We have successfully delivered more than 150 products to clients worldwide.Among our achievements is CogniAgent — our proprietary no-code Cognitive AI Agent Builder. CogniAgent helps companies accelerate automation, improve customer experiences, and unlock new levels of efficiency, making it a top-tier product for organizations looking to stay ahead in the AI era. Details:cogniagent.aiOur head office is in the USA, and we have development centers in Ukraine, Poland, and Cyprus. We continue to expand globally.We believe people are the foundation of success. Our upgraded annual review process and a new recognition system are designed to support your growth and acknowledge your achievements. In 2024, our team’s NPS reached 66 and continues to rise. You will join a fantastic team of 200+ highly skilled professionals — an environment where you can grow faster than you imagine. Our career page:gloriumtech.com/careerJoining Glorium Technologies means:— Competitive compensation— Accounting assistance— 25 paid days off per year in total— Flexible hours and the option to work remotely— Smooth onboarding process— Fully paid English classes— Perks on special occasions— Training and IT certifications— Medical insurance or gym membership— Comfortably located officesIf you’re ready to work on great IT projects, develop your expertise, and be part of a team where your contributions matter, send us your CV:gloriumtech.com/... ant-find-right-possitionStay tuned for company news, updates, and opportunities — follow us on LinkedIn:www.linkedin.com/... any/glorium-technologies