L3 Support Engineer

Glorium Technologies Corp; Polska; Hybrid; PLN 90,000 - 150,000; Full time

Job summary

Glorium Technologies Corp is seeking a skilled IT support professional to own the L3 escalation layer for a SaaS platform used by US-based providers. You will diagnose deep issues across backend services, APIs, and databases, driving root cause analysis with Dev and DevOps to implement permanent fixes.

The role emphasizes knowledge base upkeep, incident management, and validation of releases from an operational standpoint, with a flexible remote/hybrid setup and strong emphasis on English

Qualifications

• 3-5+ years in IT support roles, preferably SaaS or enterprise apps.
• Hands-on experience troubleshooting .NET-based applications (C# ASP.NET Core).
• Experience with microservices architectures and inter-service communication.
• Ability to diagnose database issues with MySQL or PostgreSQL and read query plans.
• Familiarity with API troubleshooting, tokens, scopes, and auth flows.
• Experience with ticketing and incident workflows (JIRA or similar).
• Excellent written and spoken English (Upper-Intermediate or above).
• Comfort using AI tools to speed diagnostics and document solutions.
• Willingness to start work at 2PM CET for client timezone overlap.

Responsibilities

• Own the L3 escalation layer and minimize needs for escalation to development.
• Diagnose and resolve deep issues across backend services, APIs, and databases.
• Drive root cause analysis with Dev and DevOps for permanent fixes.
• Keep knowledge base updated with incidents, solutions, and patterns.
• Support releases and bug fix validation from an operational perspective, including CI/CD touchpoints.

Skills

L3 escalation

SaaS support

C# / ASP.NET Core

Microservices

DB troubleshooting (MySQL/PostgreSQL)

API troubleshooting

JIRA / incident management

English (Upper-Intermediate)

AI-assisted diagnostics

CI/CD knowledge

Tools

MySQL

PostgreSQL

Job description

US-based home medical equipment providers and hospitals run on tight schedules - missed deliveries, billing errors, and documentation gaps have real consequences. We're building a centralized SaaS platform that handles the operational backbone for these providers: scheduling, invoicing, documentation, and medical item logistics. The system is live, growing, and needs someone who can hold the line when things get complex.

A new team member will be in charge of:

• Own the L3 escalation layer - be the last technical stop before an issue reaches the development team, and make sure most don't need to.
• Diagnose and resolve deep-level issues across backend services, APIs, and databases, with a clear path to permanent fixes - not just workarounds.
• Drive root cause analysis in close collaboration with dev and DevOps, turning recurring incidents into documented, solved problems.
• Keep the knowledge base current - incidents, solutions, and patterns that actually help the next person on shift.
• Support releases and bug fix validation from the operational side, including CI/CD touchpoints.

Does this relate to you?

• 3-5+ years in IT support roles, with hands-on experience in SaaS or enterprise application environments.
• Solid experience troubleshooting .NET-based applications - C# and ASP.NET Core specifically. This is a hard requirement.
• Strong grasp of microservices architecture - you understand how services talk to each other and where things break down.
• Comfortable working with MySQL or PostgreSQL at a diagnostic level - reading query plans, spotting data issues, tracing DB-side failures.
• Familiar with API troubleshooting, authentication flows, and authorization patterns - you know what a broken token or a misconfigured scope looks like.
• Experience with ticketing systems and incident management workflows (JIRA or similar) - you know how to work an SLA without losing the thread.
• Upper-Intermediate English or above - enough to communicate clearly with a US-based client team in writing and on calls.
• Comfortable using AI tools (ChatGPT, Copilot, or similar) to speed up diagnostics, draft documentation, and work through unfamiliar codebases - treating them as a practical tool, not a novelty.
• Available to start your working day at 2PM CET time. This is a firm schedule requirement tied to client timezone overlap.
• Experience with CI/CD pipelines from an operational or support perspective is a plus.

How We Support Your Success:

• Remote or hybrid? The choice is yours. We offer a highly flexible approach to time off and personal days, empowering you to manage your own work-life balance.
• We invest in your proactive mindset. Access dedicated professional training and development opportunities, customized to align with your career goals.
• Sharpen your cross-cultural communication with our dedicated in-house English tutor.
• Influence our growth and culture. Participate in our Referral Bonus programme to get rewarded for bringing top talent to the team, and benefit from our Recognition Reward programme, which celebrates and rewards your productivity and contributions as a team member.
• We recognize that life happens outside of work. Enjoy special perks to celebrate your birthdays, weddings, and the arrival of new family members.
• We handle the logistics so you can focus on ownership. Benefit from dedicated invoicing assistance, tech admin support, and proactive People Partnership.

Please note: Specific financial allowances, insurance options, and localized administrative support vary by country. We will gladly discuss the tailored package available in your specific location during our conversation!