Support Engineer
hace 2 semanas
Open Assessment Technologies
is growing, and we’re looking for a Support Engineer Level 3 to join our Technical Support team and ensure the reliability, stability, and performance of the systems powering large-scale Computer-Based Assessment (CBA) campaigns worldwide. In this role, you will take ownership of complex technical investigations and provide the expertise needed to keep our platforms running smoothly for hundreds of thousands of learners.
You will work at the intersection of customer-facing support and engineering, diving deep into application behavior, databases, logs, and code-level diagnostics. Your work will focus on advanced troubleshooting, root-cause analysis, incident resolution, and continuous improvement of tools and processes. By strengthening our support workflows and preventing issues before they occur, you will play a critical role in delivering secure, consistent, and high-quality exam experiences across multiple countries.
About the Role
As a Level 3 Support Engineer, you will lead complex investigations, resolve high-impact incidents, and help improve our processes and tooling. You will work closely with teams across the company to diagnose issues, identify root causes, and implement long-term solutions that strengthen our platform and enhance the experience of our users.
Key Responsibilities
Lead in-depth investigations of incidents escalated from Level 2 Support.
Analyze and troubleshoot issues using database queries, application logs, and code-level analysis.
Identify root causes, propose solutions, validate fixes, and collaborate with development teams on code corrections.
Participate in post-incident reviews and contribute to Root Cause Analysis (RCA) reports.
Maintain and improve our internal knowledge bases, investigation guides, and troubleshooting procedures.
Support production environments through performance monitoring, anomaly detection, and preventive actions.
Provide technical mentorship to Level 1 and Level 2 Support teams.
Contribute to the continuous improvement of diagnostic and monitoring tools and automation.
Skills and Qualifications
Strong expertise in SQL and database performance investigation (PostgreSQL, MySQL).
Ability to read and debug application code (PHP, JavaScript, Node.js, or similar).
Familiarity with Git and ticketing systems such as Jira.
Experience with cloud environments (AWS, GCP) and monitoring tools (Dynatrace, Grafana, etc.).
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Preferred Background
Bachelor’s degree in Computer Science, Engineering, or a related field.
3+ years of experience in software support, reliability engineering, or development roles.
Experience working with ITIL or similar support frameworks.
If you are passionate about solving complex technical challenges and are excited to contribute to the mission and growth of Open Assessment Technologies, we would love to hear from you.
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