L3 Support Engineer

Gravitate

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

Posted 9/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving complex technical issues within SaaS environments, leveraging strong troubleshooting skills with databases like MongoDB and SQL. Capable of collaborating effectively with Product and Engineering teams while providing mentorship and maintaining high-quality support documentation.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsRelational and Non-Relational DatabasesCustomer Service SkillsAgile Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingMongoDBSQLScriptingAutomationIncident ResponseData AnalysisAPI IntegrationSupport Ticketing Systems

Soft Skills

Communication SkillsMentorshipProblem-SolvingCollaboration

Industry Keywords

SaaSEnergyFuel Supply ChainLogisticsDistributed Systems

Tech Stack

Tools & technologies

Distributed SystemsMongoDBPythonRubySQL

About the role

Key responsibilities & impact

Own and resolve the most complex and high-impact customer support issues as the final support 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 support fixes, workarounds, or product escalations
Collaborate with Product and Engineering teams to communicate findings, validate assumptions, and support resolution efforts
Translate customer-reported problems into clear technical problem statements
Provide guidance and technical mentorship to Tier 2 support resources
Identify recurring issues, patterns, and opportunities to improve support quality
Create and maintain internal documentation for knowledge sharing and escalation quality
Participate in incident response, escalations, and on-call rotations as required

Requirements

What you’ll need

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, including MongoDB and SQL
Proven ability to manage and resolve complex technical issues
Experience 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 (preferred)
Familiarity with scripting or automation such as Python or Ruby (preferred)
Exposure to distributed systems, integrations, or data-heavy platforms (preferred)
Experience in Energy, Fuel Supply Chain, or Logistics domains (preferred)

Benefits

Comp & perks

Fully remote work arrangement
Open communication
Trust in one another
Opportunities for long-lasting, successful careers
Team recognition and appreciation
Work with many Fortune 500 clients