L3 Support Engineer

About the project:

US-based home medical equipment providers and hospitals run on tight schedules — missed deliveries, billing errors, and documentation gaps have real consequences. We're building a centralized SaaS platform that handles the operational backbone for these providers: scheduling, invoicing, documentation, and medical item logistics. The system is live, growing, and needs someone who can hold the line when things get complex.

A new team member will be in charge of:

• 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.

   

Does this relate to you?

• 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. This is a hard requirement.
• 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) — you know how to work an SLA without losing the thread.
• 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 — treating them as a practical tool, not a novelty.
• Available to start your working day at 2PM CET time. This is a firm schedule requirement tied to client timezone overlap.
• Experience with CI/CD pipelines from an operational or support perspective is a plus.