L3 Support Engineer (.NET)

Location: Remote or hybrid in Ukraine or Poland; working days start at 2PM CET for client timezone overlap.

Company

Builds a centralized SaaS platform for US-based home medical equipment providers and hospitals, covering scheduling, invoicing, documentation, and medical item logistics.

What you will do

• Own the L3 escalation layer and resolve complex issues before they reach development.
• Diagnose backend services, APIs, databases, authentication flows, and authorization failures.
• Lead root cause analysis with development and DevOps teams, converting recurring incidents into permanent fixes.
• Maintain practical incident, solution, and troubleshooting documentation in the knowledge base.
• Support releases and validate bug fixes from an operational perspective, including CI/CD touchpoints.

Requirements

• 3–5+ years of experience in IT support, preferably in SaaS or enterprise application environments.
• Hands-on experience troubleshooting .NET applications using C# and ASP.NET Core.
• Strong understanding of microservices architecture and service-to-service failures.
• Diagnostic experience with MySQL or PostgreSQL, including query plans and data issues.
• Experience with API troubleshooting, authentication, authorization, ticketing systems, and incident management workflows such as JIRA.
• Upper-Intermediate English or above, with clear written and spoken communication for a US-based client team.

Nice to have

• Experience with CI/CD pipelines from an operational or support perspective.
• Comfort using AI tools such as ChatGPT or Copilot for diagnostics, documentation, and codebase analysis.

Culture & Benefits

• Choice of remote or hybrid work with flexible time off and personal days.
• Professional training and development opportunities tailored to career goals.
• Access to an in-house English tutor and support for cross-cultural communication.
• Referral and recognition reward programs.
• Special perks for birthdays, weddings, and new family members.
• Invoicing assistance, tech administration support, and People Partnership services; financial allowances, insurance, and localized support vary by country.