L3 Support Engineer: Master Complex, High-Impact Issues

Gravitate; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Gravitate in the United States is seeking a Level 3 Support Engineer to own the most complex customer issues and serve as the final escalation point before Product or Engineering involvement.

You will work directly with customers to investigate, troubleshoot, and explain complex technical outcomes, while collaborating with Product and Engineering for deeper analysis and code-level fixes.

Qualifications

• 4–6+ years in Technical Support, Support Engineering, or engineering-adjacent roles in SaaS environments.
• Strong troubleshooting experience with relational and non-relational databases (MongoDB, SQL).
• Ability to manage and resolve complex technical issues and explain them clearly to customers.

Responsibilities

• Own and resolve the most complex and high-impact customer support issues, as the final escalation point.
• Work directly with customers to investigate, troubleshoot, and explain complex technical issues.
• Perform advanced technical analysis across application behavior, integrations, APIs, and data layers.
• Identify root causes and determine resolution paths, including fixes, workarounds, or escalation.
• Collaborate with Product and Engineering to communicate findings and support resolutions.
• Translate customer problems into clear internal technical statements.
• Provide guidance and mentorship to Tier 2 support resources.
• Contribute to improving support quality by identifying recurring issues and patterns.
• Create and maintain internal documentation for escalation quality.
• Participate in incident response, escalations, and on-call rotations as required.

Skills

DB Troubleshooting

Customer service excellence

Ticketing systems

Agile collaboration

Scripting (Python, Ruby)

Strong communication

Job description

Gravitate in the United States is seeking a Level 3 Support Engineer to own the most complex customer issues and serve as the final escalation point before Product or Engineering involvement.

You will work directly with customers to investigate, troubleshoot, and explain complex technical outcomes, while collaborating with Product and Engineering for deeper analysis and code-level fixes.