L3 Support Engineer

Gravitate is seeking a Level 3 Support Engineer to serve as the final support escalation point for complex and high-impact customer issues. The role investigates technical problems across applications, integrations, APIs, and data layers, collaborates with Product and Engineering, mentors Tier 2 support resources, and improves support quality and documentation.

Responsibilities:

• Own and resolve the most complex and high-impact customer support issues, acting as the final support escalation point
• Work directly with customers to investigate, troubleshoot, and explain complex technical issues in a clear and professional manner
• Perform advanced technical analysis across application behavior, integrations, APIs, and data layers
• Identify root causes of issues and determine appropriate resolution paths, including support fixes, workarounds, or escalation for product changes
• Collaborate closely with Product and Engineering teams to communicate findings, validate assumptions, and support resolution efforts
• Translate customer-reported problems into clear technical problem statements for internal teams
• Provide guidance and technical mentorship to Tier 2 support resources
• Contribute to improving overall support quality by identifying recurring issues, patterns, and opportunities for improvement
• Create and maintain clear internal documentation to support knowledge sharing and escalation quality
• Participate in incident response, escalations, and on-call rotations as required

Requirements:

• 4–6+ years of experience 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 working with support ticketing systems, tools, and escalation processes
• Strong customer service and communication skills, with the ability to explain complex technical issues clearly and confidently to customers
• Comfort collaborating with Product and Engineering teams in Agile environments
• Experience participating in customer calls during high-severity incidents
• Familiarity with scripting or automation (Python, Ruby, etc.)
• Exposure to distributed systems, integrations, or data-heavy platforms
• Experience in Energy, Fuel Supply Chain, or Logistics domains