Support Engineer L3

Summary

Join Cut+Dry, a rapidly growing FoodTech startup, as a Level 3 Support Engineer and play a critical role in providing expert-level technical assistance to our customers. You will be the final escalation point for complex issues, utilizing your deep product knowledge and coding expertise. This 100% remote North American position requires collaboration with other support teams and engineers to resolve challenges and improve our platform. You will develop documentation, participate in on-call rotation, mentor junior engineers, and contribute to codebase improvements. Cut+Dry offers a results-driven culture, competitive compensation, and excellent benefits.

Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent work experience
• 3+ years of experience in a technical support role, with at least 1 year focused on L3 support or software development, preferably in a SaaS environment
• Strong understanding of software development principles and experience troubleshooting complex technical issues in a multi-tiered architecture
• Extensive hands-on experience with web technologies, APIs, databases, and cloud infrastructure (AWS preferred)
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work independently and as part of a team in a fast-paced environment
• Bachelor's degree in CS or 4-5 years of relevant developer experience
• 3+ years of experience in developing high performance and highly scalable applications in an agile environment

Responsibilities

• Provide expert-level technical support to customers, troubleshooting complex issues escalated from L2 support, including functional bugs, performance bottlenecks, and integration challenges
• Analyze customer problems, identify root causes, and develop effective solutions, escalating to the engineering team when necessary
• Take ownership of critical customer issues, coordinating with internal teams to ensure timely resolution and clear communication throughout the process
• Contribute to the continuous improvement of the Cut+Dry platform by identifying recurring issues, suggesting product enhancements, and collaborating with the development team on bug fixes and feature implementations
• Develop and maintain comprehensive documentation, including knowledge base articles, troubleshooting guides, and FAQs, to empower customers and internal support teams with self-service resources
• Stay up-to-date on product updates, new features, and industry best practices to provide accurate and timely support
• Participate in on-call rotation to provide after-hours support for critical issues, ensuring 24/7 coverage for our customers
• Contribute to the development and refinement of internal support processes and tools to optimize efficiency and effectiveness
• Mentor and train L2 support engineers, sharing your expertise and contributing to their professional development
• Leverage your coding skills to automate tasks, analyze logs, and develop tools to improve the efficiency and effectiveness of the support process
• Contribute to the codebase by fixing bugs, implementing minor enhancements, and assisting with testing and deployment of new features

Preferred Qualifications

• Exposure to payment systems such ACH API and payment gateways
• Extensive hands-on experience and expertise in modern programming languages (Java, JavaScript, PHP, React, Python, Graphql, MySQL)
• Strong understanding of Scrum, Lean, XP, Kanban and other agile development techniques
• Strong experience building and deploying applications on a cloud platform such as AWS
• Fluency in DevOps, including continuous integration, continuous deployment / delivery, configuration and containerization, infrastructure as a code, and monitoring

Benefits

• Base salary + stock options package
• Paid Medical, Dental, and Vision
• 401k Plan
• Unlimited PTO
• Flexible remote (work-from-anywhere) environment
• Workspace equipment provided (computer, external monitor, and VoIP headset)