Developer Support Engineer

2 weeks ago

Pune, Maharashtra, India Svitla Systems, Inc. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are looking for Level 3 technical assistance for our project. This role focuses on resolving complex issues, maintaining system stability, and ensuring a seamless experience for our users.

Requirements & Qualifications:

  • 5+ years of experience working as an developer support engineer on L3 tier.
  • Strong proficiency in at least one programming language – Ruby, Golang, Python, React or JavaScript.
  • Understanding of REST APIs, HTTP protocols, and JSON
  • Familiarity in AWS services
  • Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch, Datadog)
  • Strong problem-solving and debugging skills (logs, APIs, DB queries)
  • Experience with SQL and database troubleshooting
  • Experience working in Linux/Unix-based environments
  • Proven experience in conducting root cause analysis (RCA) and resolving production issues.
  • Familiarity with frontend or backend technologies to understand the codebase better.
  • Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs).
  • Excellent communication skills to effectively interact with customers and internal teams.
  • Ability to work independently and resolve production issues in high-pressure environments.
  • Willingness to work from 8:00 AM to 5:00 PM CST

Job Responsibilities:

  • Provide Level 3 support for our Stream+ platform.
  • Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact.
  • Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.
  • Contribute directly to the codebase as needed for hotfixes, patches, or performance improvements.
  • Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.
  • Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.
  • Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.
  • Assist in the release of hotfixes or patches in coordination with the development team.
  • Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.
  • Share feedback with product and engineering teams regarding product supportability and customer pain points.
  • This role requires to work from 8:00 AM to 5:00 PM CST hours.

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