Java Support Cloud Engineer

3 weeks ago

Salem, India AideWiser SolTek Full time

Title: L3 Support EngineerLocation: RemoteSummary: We are seeking an experienced Level 3 Support Engineer to join our team. This role focuses on debugging and resolving technical issues in a SaaS-based environment integrated with Atlassian Cloud Applications. You’ll serve as the technical bridge between customer support and engineering teams — diagnosing complex cases, identifying code-level issues, and ensuring timely resolutions.Key Responsibilities: • Handle advanced technical escalations from L1/L2 support. • Analyze browser console logs, API requests, and backend traces to identify root causes. • Debug issues in JavaScript/TypeScript codebase (Agile.js or Node.js environment). • Work with engineering teams to apply permanent fixes and improve system reliability. • Support customer onboarding, configuration, and data migration activities. • Document resolutions, maintain FAQs, and contribute to support automation efforts. • Perform post-incident analysis and suggest preventive measures. • Collaborate cross-functionally with Product, QA, and DevOps teams.Required Skills & Experience: • 4–7 years of experience supporting SaaS/web-based applications. • Strong programming and debugging skills in JavaScript, TypeScript, and Node.js. • Experience with Agile.js or similar modern frameworks. • Deep understanding of REST APIs, JSON, and browser/network debugging tools. • Hands-on experience with Atlassian Cloud platform (Jira/Confluence Cloud preferred). • Familiarity with CI/CD pipelines, cloud infrastructure (AWS/Azure), and log analysis. • Experience analyzing API integrations, authentication flows, and service dependencies. • Strong analytical and communication skills.Nice to Have: • Exposure to Atlassian Marketplace apps. • Knowledge of ElasticSearch, OpenSearch, or Atlassian Forge framework. • Experience using Jira Service Management or similar ticketing tools. • Prior background in L3 or Developer Support for SaaS applications.

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