L3 SUPPORT ENGINEER

Svitla Systems, Inc.; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Svitla Systems, Inc. is seeking an L3 Support Engineer for a full-time position. The candidate will provide critical support, analyze issues, and collaborate across teams to enhance platform functionality. This remote-friendly role emphasizes technical expertise in software engineering within the oil and gas industry.

Benefits

Competitive compensation based on skills and experience.

Remote-friendly culture and no micromanagement.

15 PTO days, 10 national holidays.

Personalized learning program tailored to your interests.

Bonuses for article writing, public talks, and other activities.

Qualifications

• 5+ years of experience working as an L3 Support Engineer.
• Ability to resolve production issues independently in high-pressure environments.

Responsibilities

• Provide Level 3 support for the company platform.
• Diagnose, troubleshoot, and resolve production issues.
• Conduct root cause analysis for recurring issues.

Skills

Knowledge of REST APIs

Problem-solving skills

SQL

Experience with AWS

Linux/Unix environment

Understanding of RCA

Monitoring tools

Excellent communication

Tools

Jira

Prometheus

Grafana

AWS CloudWatch

Job description

Svitla Systems Inc. is looking for an L3 Support Engineer for a full-time position (40 hours per week) in India.

Our client provides fully integrated software systems to manage all facets of accounting and transaction management for upstream, midstream, and transportation verticals of the oil & gas industry. Whether it is an analysis of existing reports to consolidate/eliminate, migrating historical data, or prototyping allocations, the client has the experience to optimize the experience with the software suite. Relied on by more than 100 oil & gas companies, the company accelerates business performance, boosts operational efficiency, and drives down costs with an ERP solution built for the cloud.

Unlike other ERP software that loosely ties together a mix of legacy solutions and fragmented technologies, the client designed a unified upstream and midstream ERP platform to eliminate data silos and the burden and costs of maintaining multiple systems. With cloud-based and on-premises options, their fully integrated suite provides the best end-to-end solution. Faster setup, performance, reporting, and simple upgrades leave more time to analyze your data and run the business.

Requirements

• 5+ years of experience working as an L3 Support Engineer.
• Knowledge of REST APIs, HTTP protocols, and JSON.
• Experience with AWS
• Knowledge of monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch).
• Strong problem-solving and debugging skills (logs, APIs, DB queries).
• Familiarity with SQL and database troubleshooting.
• Experience working in Linux/Unix-based environments.
• Understanding of conducting root cause analysis (RCA) and resolving production issues.
• 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.
• Night shift. Willing to work from 8:00 AM to 5:00 PM CST (6:30 PM – 3:30 AM IST).

Responsibilities

• Provide Level 3 support for the company 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.
• Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.
• Collaborate with Level 1 and 2 support teams to efficiently escalate and resolve issues.
• Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.
• Assist in releasing hotfixes or patches in coordination with the development team.
• Ensure Service Level Agreements (SLAs) comply with response times and issue resolution.
• Share feedback with product and engineering teams regarding product supportability and customer pain points.

We offer

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Remote-friendly culture and no micromanagement.
• Personalized learning program tailored to your interests and skill development.
• Bonuses for article writing, public talks, other activities.
• 15 PTO days, 10 national holidays.
• Free webinars, meetups and conferences organized by Svitla.
• Fun corporate celebrations and activities.
• Awesome team, friendly and supportive community!

About Svitla

Svitla Systems is a global digital solutions company headquartered in California, with business and development offices throughout the US, Latin America, Europe, and Asia. Svitla is an outspoken advocate of workplace flexibility, best known for its well-established remote culture, individual approach to our teammate’s professional and personal growth, and trustworthy environment.

Since 2003, Svitla has served a wide range of clients, from innovative start-ups in California to mega-large corporations such as Ingenico, Amplience, InvoiceASAP and Global Citizen. At Svitla, developers work with clients’ teams directly, building lasting and successful partnerships, as a result of seamless integration with on-site processes.

Svitla Systems’ global mission is to build a business that contributes to the well-being of our partners, personnel and their families, improves our communities, and makes a lasting difference in the world. Join us!

If you are interested in our vacancy, please send your CV.
We will be happy to see you in our friendly team :)

Tell us briefly about your project, and we will contact you within a day.

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