L3 Support Engineer REF-J01-669

Job Description

The L3 Support Engineer is the deep technical investigation specialist within the support organization. This role exists to permanently eliminate the root causes of recurring tickets, not to process individual incidents. L3 engineers work on the hardest problems: payroll back-calculation failures, integration breakdowns, compliance regulation misconfigurations, deployment-caused regressions, and cross-system issues that span configuration, product, and infrastructure layers. L3 engineers do not own client accounts or manage queues. They receive escalations from Support Engineers, investigate to root cause, coordinate fixes with Product, Engineering, Compliance, and Configuration teams, and close the loop by documenting findings that feed both the knowledge base and AI training data. Their success metric is not tickets resolved — it is recurring issues permanently eliminated.

Qualifications / Skills

Minimum Requirements for Candidates

  • Demonstrated expertise in root cause analysis methodologies; able to trace complex, multi-system issues through multiple layers (UI, API, configuration, regulation, database)
  • Strong technical writing; able to produce clear root cause reports and KB articles usable by both humans and AI systems
  • Effective cross-team collaboration; able to drive accountability for fixes through influence and clear documentation
  • Experience with dev task creation, CI/CD pipeline awareness, and deployment impact analysis
  • Understanding of gross-to-net payroll calculations, statutory compliance requirements, back-calculation methodology, and country-specific regulation steps

Expectations for Ideal Candidates

  • Bachelor's degree in Computer Science, Engineering, Mathematics, or equivalent
  • Minimum 3 years in L3/Tier 3 technical support, application engineering, or payroll system Implementation
  • Deep experience with at least one of: payroll regulation/compliance, HCM system
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Closing: 28.05.2026
Closing: 28.05.2026
Apply Now