L3 Support Engineer REF-J01-696

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

  • Investigate complex L3 escalations: payroll calculation failures, compliance regulation errors, integration file discrepancies, and product defects
  • Perform root cause analysis using back-calculation methodology, regulation tracing, configuration audits, and interface file analysis
  • Proficient in YouTrack ticket management and query building
  • Track every L3 investigation to permanent closure: verify fixes in production, confirm no recurrence
  • Work with the AI Operations Lead to convert L3 patterns into AI training data, enabling AI to detect and flag similar issues proactively

Expectations for Ideal Candidates

  • Minimum 2 years in SaaS product support, HRIS support, or payroll operations
  • 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 configuration, or integration engineering
  • Bachelor's degree in Computer Science, Engineering, Mathematics, or equivalent technical field. Payroll/compliance certifications a strong plus

Responsibilities

  • Investigate complex L3 escalations: payroll calculation failures, compliance regulation errors, integration file discrepancies, and product defects
  • Perform root cause analysis using back-calculation methodology, regulation tracing, configuration audits, and interface file analysis
  • Determine whether root cause is configuration, compliance, product, or infrastructure
  • Coordinate resolution with functional teams: create dev tasks for Product/Engineering, file compliance corrections, work with Configuration on entity-level fixes
  • Track every L3 investigation to permanent closure: verify fixes in production, confirm no recurrence
  • Document all findings in structured format for the knowledge base: root cause, resolution steps, affected configurations, prevention measures
  • Work with the AI Operations Lead to convert L3 patterns into AI training data, enabling AI to detect and flag similar issues proactively
  • Provide L3 on-call coverage for P1 emergencies requiring deep technical investigation outside business hours
Apply Now
Closing: 25.09.2026
Closing: 25.09.2026
Apply Now