Senior L2/L3 Support Engineer

Quick Facts

• Role: Senior L2/L3 Support Engineer (Support Software Engineer)
• Focus: Production release tooling support, troubleshooting, and customer onboarding

Description

You will provide primary L2/L3 support for customers in the US time zone for software delivery tooling used to automate and control releases to production. You’ll troubleshoot and diagnose tooling issues, act as a subject matter expert to drive adoption and onboard new application teams, and manage the support rota, ticketing, and triage process. You’ll also improve documentation and use telemetry to identify how customers use the product and where enhancements are needed.

Responsibilities

• Serve as the primary support engineer for the US time zone
• Troubleshoot, investigate, and diagnose technical issues with the tooling
• Drive adoption as the subject matter expert; support onboarding of new teams
• Understand how teams use the tools and pass new requirements/feature requests to core engineering squads
• Organize and manage support rota, ticketing system, and triage process
• Maintain and improve documentation so customers can resolve more issues independently
• Champion features and enhancements that improve onboarding and tool usage
• Use telemetry tooling in a data-driven way to see customer usage and areas for improvement

Requirements

• Excellent customer service; ability to respond quickly and prioritize by impact
• Technical curiosity; ability to debug and diagnose tooling failures
• Programming experience to understand how the tools are built (backend experience with TypeScript or JavaScript on Node.js preferred)
• SRE experience: observability, incident response, root cause analysis, and SLOs
• CI/CD hands-on support experience with GitHub Actions, TeamCity, or Jenkins, including reusable workflows, pipeline security, and automated quality gates
• Infrastructure experience deploying and running applications on Google Cloud Platform; Docker, Kubernetes, Helm releases
• Build and dependency management familiarity: Maven, Gradle, npm (build configuration, dependency management, versioned artifacts)
• Experience building software in regulated industries (e.g., financial services), including controls, audit, and compliance for software delivery
• English proficiency: C1 Advanced

Benefits

Not specified in the provided posting.