Senior Technical Support Engineer

Senior Technical Support Engineer – L3

We’re recruiting for a global technology company building an AI-powered platform used by major international brands to automate and manage complex payment disputes and chargeback operations.

As a Senior Technical Support Engineer – L3, you’ll be the final technical escalation point for complex production issues and will work closely with Engineering, Product and customer-facing teams.

What you’ll do:

• Own complex L3 technical escalations from investigation to verified resolution
• Perform deep root cause analysis across microservices, data, configuration and third-party integrations
• Investigate production issues using logs, traces, metrics, database queries, API payloads and application code
• Write, test and ship code, scripts, configuration changes and data fixes yourself
• Work with distributed, microservice-based systems
• Assess production impact and prioritize incidents based on severity and business impact
• Improve monitoring, alerting, runbooks and internal diagnostic tools
• Build automation that reduces repetitive investigation work
• Use AI coding and agent tools as part of your daily engineering workflow

What we’re looking for:

• 5+ years of experience in a hands-on technical role such as L3 Support, Production Engineering, Backend Engineering or SRE
• 3+ years of hands-on development experience with Node.js
• Strong experience debugging complex production issues in distributed / microservice architectures
• Experience with Kubernetes, cloud infrastructure, logging, tracing and monitoring
• Hands-on experience with SQL and NoSQL databases , such as PostgreSQL, MongoDB and Redis
• Ability to independently write, test and ship production code
• Experience using AI coding or agent-based development tools
• Strong English communication skills