L3 Support Engineer

Summary

Glorium Technologies is seeking an L3 Support Engineer to support a centralized SaaS platform used by home medical equipment providers and hospitals. The role owns complex escalations, diagnoses backend, API, and database issues, drives root cause analysis, maintains knowledge documentation, and supports releases and bug-fix validation.

Responsibilities

• Own the L3 escalation layer — be the last technical stop before an issue reaches the development team, and make sure most don't need to
• Diagnose and resolve deep-level issues across backend services, APIs, and databases, with a clear path to permanent fixes — not just workarounds
• Drive root cause analysis in close collaboration with dev and DevOps, turning recurring incidents into documented, solved problems
• Keep the knowledge base current — incidents, solutions, and patterns that actually help the next person on shift
• Support releases and bug fix validation from the operational side, including CI/CD touchpoints

Skills

• 3–5+ years in IT support roles, with hands-on experience in SaaS or enterprise application environments
• Solid experience troubleshooting .NET-based applications — C# and ASP.NET Core specifically. This is a hard requirement
• Strong grasp of microservices architecture — you understand how services talk to each other and where things break down
• Comfortable working with MySQL or PostgreSQL at a diagnostic level — reading query plans, spotting data issues, tracing DB-side failures
• Familiar with API troubleshooting, authentication flows, and authorization patterns — you know what a broken token or a misconfigured scope looks like
• Experience with ticketing systems and incident management workflows (JIRA or similar) — you know how to work an SLA without losing the thread
• Upper-Intermediate English or above — enough to communicate clearly with a US-based client team in writing and on calls
• Comfortable using AI tools (ChatGPT, Copilot, or similar) to speed up diagnostics, draft documentation, and work through unfamiliar codebases — treating them as a practical tool, not a novelty
• Available to start your working day at 2PM CET time. This is a firm schedule requirement tied to client timezone overlap
• Experience with CI/CD pipelines from an operational or support perspective is a plus

Qualifications

Must Haves

• 3–5+ years in IT support roles, with hands-on experience in SaaS or enterprise application environments
• Solid experience troubleshooting .NET-based applications — C# and ASP.NET Core specifically. This is a hard requirement
• Strong grasp of microservices architecture — you understand how services talk to each other and where things break down
• Comfortable working with MySQL or PostgreSQL at a diagnostic level — reading query plans, spotting data issues, tracing DB-side failures
• Familiar with API troubleshooting, authentication flows, and authorization patterns — you know what a broken token or a misconfigured scope looks like
• Experience with ticketing systems and incident management workflows (JIRA or similar) — you know how to work an SLA without losing the thread
• Upper-Intermediate English or above — enough to communicate clearly with a US-based client team in writing and on calls
• Comfortable using AI tools (ChatGPT, Copilot, or similar) to speed up diagnostics, draft documentation, and work through unfamiliar codebases — treating them as a practical tool, not a novelty
• Available to start your working day at 2PM CET time. This is a firm schedule requirement tied to client timezone overlap

Nice to Haves

• Experience with CI/CD pipelines from an operational or support perspective is a plus

Benefits

• Remote or hybrid work options
• A highly flexible approach to time off and personal days
• Dedicated professional training and development opportunities customized to align with career goals
• Dedicated in-house English tutor
• Referral Bonus program with rewards for bringing top talent to the team
• Recognition Reward program that celebrates and rewards productivity and contributions as a team member
• Special perks for birthdays, weddings, and the arrival of new family members
• Dedicated invoicing assistance, tech admin support, and proactive People Partnership