L3 Support Engineer

Job description

What will you be doing?

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 behavior, 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 behavior, 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

Central time zone highly preferred

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.