Backend Engineer((L3 Tech Support)

Who Were Looking For:

Easyships platform handles millions of shipments across 200+ destinations, integrating with hundreds of carriers and processing complex tax, duty, and logistics calculations in real time. Keeping that system stable and reliable isnt just an engineering problem its a customer experience problem. Thats where you come in.

As our L3 Support Engineer, youll be the senior technical escalation point sitting between our support teams and engineering. When complex issues land on your desk, you investigate them deeply, identify root causes, and work with engineering to make sure they dont come back. Youll also be building the tools and processes that make the whole support function sharper from monitoring and alerting to documentation and automation.

This is a full-time, onsite role based in our Bangalore office (Monday to Friday). Working hours are flexible across APAC and European time zones, reflecting the global nature of our customer base and internal teams.

What Youll Be Responsible For:

• Investigate and resolve complex technical issues escalated from L1 and L2 support teams
• Participate in on-call rotation to ensure continued platform coverage and incident response
• Collaborate with engineering to identify, document, and fix recurring platform issues at the root cause level
• Build tools, scripts, and automation to improve troubleshooting efficiency across the support function
• Maintain and improve logging, monitoring, and alerting systems to surface issues proactively
• Document resolutions, processes, and best practices to build institutional knowledge
• Own and develop knowledge base articles that empower L1 and L2 teams to resolve more independently
• Work closely with product and engineering to ensure customer-reported issues translate into meaningful platform improvements

You Might Be a Good Fit If

• You have 3+ years of experience in a technical support or software engineering role, handling production-level incidents
• You have strong troubleshooting skills across backend web applications, APIs, and cloud infrastructure
• Experience working with AI tools
• Youre experienced with relational databases (PostgreSQL, MySQL) and Elasticsearch
• Youre familiar with containerisation (Docker, Kubernetes) and cloud platforms (GCP, AWS, or Azure)
• You have solid knowledge of logging, monitoring, and alerting tools such as Prometheus, Grafana, or Datadog
• You communicate clearly and can work effectively across engineering, product, and support teams
• Youre a proactive problem-solver who enjoys getting to the bottom of complex, ambiguous issues
• Nice to have: proficiency in Ruby on Rails or a similar backend framework

If youre excited about this role but dont meet every requirement, wed still love to hear from you.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.