Junior L3 Engineer (Hybrid)

Sprout Solutions; Mandaluyong; On-site; PHP 60,000 - 90,000; Full time

Job summary

Sprout Solutions is seeking a Junior L3 Engineer to handle L2 issues independently while assisting senior engineers with L3-level troubleshooting, automation, and documentation.

The role involves investigating tickets, pulling logs from Azure, testing API calls, and maintaining runbooks and knowledge bases. Strong communication and structured troubleshooting are required.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 1–3 years in technical support or operations; L2/L3 exposure is a plus.
• Working knowledge of REST APIs and HTTP status codes; JSON responses.

Responsibilities

• Handle incoming operational support tickets and resolve issues.
• Do first-pass investigation: reproduce issue, pull logs/metrics from Azure, test API calls, validate data.
• Escalate complex issues with clear documentation and context.
• Assist L3 engineers with advanced incident resolution and RCA on API errors and performance.
• Run and maintain automation and support tools; validate AI outputs before action.
• Create/update knowledge base articles and runbooks.
• Communicate with customers and provide timely status updates; conduct client calls as needed.

Skills

REST APIs

SQL

Communication

Troubleshooting

Automation

AI-assisted tools

Education

Bachelor's degree in CS/IT/Engineering

Tools

Postman

Keycloak

Jira

Azure Monitor

Application Insights

Log Analytics

Job description

DIRECTLY REPORTS TO:

Engineering Lead - L3 Operations

MAIN AREA OF RESPONSIBILITY:

The Junior L3 Engineer is an entry-level advanced-support role responsible for handling L2 issues independently while assisting senior engineers with L3-level troubleshooting, automation, and documentation.

TASKS:

• Handle incoming operational support tickets and resolve issues.

• Do first-pass investigation on investigation tickets: reproduce the issue, pull logs and metrics from Azure, test the related API calls, and check the data involved.

• Escalate complex issues with clear documentation and context.

• Assist other L3 engineers with advanced incident resolution and root-cause analysis on API errors, data discrepancies, and performance issues.

• Run and help maintain existing automation and support tools, using AI assistance and validating its output before acting on it.

• Create and update knowledge base articles and runbooks.

• Communicate clearly with customers and provide timely status updates; conduct client calls as necessary.

QUALIFICATIONS | COMPETENCIES:

• Graduate of a Bachelor’s Degree in Computer Science, Information Technology, Engineering, or other related courses.

• 1–3 years in a technical support or operations role. Exposure to L2/L3 troubleshooting is a plus.

• Working knowledge of REST APIs: sending requests with Postman or similar tools and reading HTTP status codes and JSON responses.

• Basic SQL for querying and validating data.

• Basic understanding of authentication and SSO concepts (OAuth/OIDC, SAML, identity providers). Experience with Keycloak is a plus.

• Able to read application logs and stack traces. Exposure to .NET applications is a plus.

• Familiarity with Jira and Microsoft Azure monitoring tools (Application Insights, Log Analytics/KQL), or willingness to learn.

• Comfortable using AI-assisted tools with the judgment to verify their output before acting.

• Strong written and verbal communication skills.

• Structured approach to troubleshooting and documentation; interest in learning automation or scripting.