TechOps / L3 Support Engineer

We are looking for a TechOps / L3 Support Engineer to join our team. This is not your average helpdesk role—we are looking for someone with a solid computer science foundation, a passion for scripting, and deep knowledge of observability (Grafana/Datadog). English C1 is a must!

Responsibilities:

• Own and resolve complex customer technical issues end-to-end via helpdesk and Slack, ensuring strict adherence to SLAs.

• Conduct independent root-cause analysis using observability tools (Datadog, Grafana) by deeply analyzing logs, metrics, and traces.

• Design and maintain monitoring dashboards (e.g., Grafana) to track system health, flag anomalies, and support proactive incident management.

• Develop Python scripts to automate bulk operations, such as mass API retries, batch status checks, and data migrations.

• Leverage AI-assisted workflows (Claude, Cursor, ChatGPT) and Model Context Protocol (MCP) to accelerate troubleshooting through smart prompt engineering and system integrations.

• Gather and structure comprehensive technical context (logs, alerts, recent code changes) to provide engineering teams with highly actionable bug reports.

• Proactively monitor service health to identify and resolve potential incidents before they impact customers.

• Collaborate cross-functionally with Development, DevOps, and Product teams via Slack and Jira to resolve escalations and share knowledge.

• Expand and update the internal Knowledge Base to optimize AI-driven support resolution and overall team efficiency.