Senior L2/L3 Support Engineer

Quick Facts

• Role: Senior L2/L3 Support Engineer (Support Software Engineer)

• Coverage: Primary support engineer for the US time zone

• Focus: Customer support and troubleshooting for software delivery tooling

Description

Work on software delivery standards by supporting tooling that helps application teams automate and control their releases to production. Serve as the primary support engineer for the US time zone—troubleshooting issues, driving adoption as a subject matter expert, and coordinating triage through a support rota and ticketing system. Use telemetry to improve the product and maintain documentation so customers can resolve more issues independently.

Responsibilities

• Act as the primary support engineer for the US time zone

• Work with customers to troubleshoot, investigate, and diagnose technical issues with the tooling

• Drive adoption of the tooling and support onboarding of new application teams

• Understand how teams use the tools and pass feature requests and new requirements to core engineering squads

• Organize and manage the support rota, ticketing system, and triage process for inbound queries

• Maintain and improve documentation for self-service by customers

• Champion features and enhancements that improve onboarding and usage

• Take a data-driven approach using telemetry to see how customers use the product and where to improve

Requirements

• Excellent customer service skills, ability to respond quickly and prioritize by organizational impact

• Technical curiosity and ability to debug and diagnose tooling failures

• Programming experience to understand how the tools are built (backend experience with TypeScript/JavaScript on Node.js preferred)

• SRE experience: observability, incident response, root cause analysis, and SLOs

• CI/CD hands-on experience supporting continuous integration/delivery pipelines (GitHub Actions, TeamCity, or Jenkins), including reusable workflows, pipeline security, and automated quality gates

• Infrastructure experience deploying and running applications on Google Cloud Platform, including Docker containerization, Kubernetes orchestration, and Helm-managed releases

• Build and dependency management experience with Maven, Gradle, and npm; configuring builds, managing dependencies, and producing versioned artifacts

• Experience building software in regulated environments (e.g., financial services) with knowledge of controls, audit, and compliance requirements

Benefits

Not specified in the provided posting.