L3 Support Engineer

Better insights are in sight, and you’ll take an active role in leading the way. Your primary responsibility will be to own the most complex and high-impact customer support issues, acting as the final support escalation point before Product or Engineering involvement. As a Level 3 Support Engineer, you are a customer-facing member of the Support organization with advanced technical expertise. You will work directly with customers to investigate complex system behaviour, validate findings, explain technical outcomes, and guide resolution. At the same time, you will collaborate closely with Product and Engineering when issues require deeper analysis or code-level fixes. This role exists to ensure that complex issues are thoroughly investigated, clearly communicated, and correctly routed, while maintaining strong customer trust and confidence. L3 Support Engineers combine strong customer service skills with deep technical troubleshooting, enabling faster resolution, better escalations, and continuous improvement of the product. Key Responsibilities: Own and resolve the most complex and high-impact customer support issues, acting as the final support escalation point Work directly with customers to investigate, troubleshoot, and explain complex technical issues in a clear and professional manner Perform advanced technical analysis across application behaviour, integrations, APIs, and data layers Identify root causes of issues and determine appropriate resolution paths, including support fixes, workarounds, or escalation for product changes Collaborate closely with Product and Engineering teams to communicate findings, validate assumptions, and support resolution efforts Translate customer-reported problems into clear technical problem statements for internal teams Provide guidance and technical mentorship to Tier 2 support resources Contribute to improving overall support quality by identifying recurring issues, patterns, and opportunities for improvement Create and maintain clear internal documentation to support knowledge sharing and escalation quality Participate in incident response, escalations, and on-call rotations as required Required Experience: 4–6+ years of experience in Technical Support, Support Engineering, or Engineering-adjacent roles within SaaS environments Strong troubleshooting experience with relational and non-relational databases (MongoDB, SQL) Proven ability to manage and resolve complex technical issues Experience working with support ticketing systems, tools, and escalation processes Strong customer service and communication skills, with the ability to explain complex technical issues clearly and confidently to customers Comfort collaborating with Product and Engineering teams in Agile environments Preferred Experience: Experience participating in customer calls during high-severity incidents Familiarity with scripting or automation (Python, Ruby, etc.) Exposure to distributed systems, integrations, or data-heavy platforms Experience in Energy, Fuel Supply Chain, or Logistics domains About the Gravitate team: To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that people are people first, and titles second. Because we hire the Gravitate way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 500 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity. Problem solvers, go-getters and charge-takers - we (really) want to hear from you. #J-18808-Ljbffr Gravitate