L3 Support Engineer: Master Complex Escalations

Gravitate; Tulsa (OK); On-site; USD 75,000 - 110,000; Full time

Job summary

Gravitate seeks a Level 3 Support Engineer to own and resolve the most complex customer issues, acting as the final escalation point before Product or Engineering involvement. You will investigate, troubleshoot, and explain advanced technical findings to customers while collaborating with Product and Engineering for deeper fixes.

You will mentor Tier 2 resources, contribute to internal knowledge, and participate in incident response with strong customer trust and communication skills.

Qualifications

• 4–6+ years 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 with support ticketing systems, tools, and escalation processes.

Responsibilities

• Own and resolve the most complex and high-impact customer support issues, acting as the final escalation point.

Skills

Customer Support

Troubleshooting

Communication

Agile

Tools

MongoDB

SQL

Ticketing Systems

Job description

Gravitate seeks a Level 3 Support Engineer to own and resolve the most complex customer issues, acting as the final escalation point before Product or Engineering involvement. You will investigate, troubleshoot, and explain advanced technical findings to customers while collaborating with Product and Engineering for deeper fixes.

You will mentor Tier 2 resources, contribute to internal knowledge, and participate in incident response with strong customer trust and communication skills.