Job Summary:
We are seeking an experienced Level 3 Support Engineer to join our team.
This role focuses on debugging and resolving technical issues in a SaaS-based environment integrated with Atlassian Cloud Applications. You’ll serve as the technical bridge between customer support and engineering teams — diagnosing complex cases, identifying code-level issues, and ensuring timely resolutions.
Key Responsibilities:
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Handle advanced technical escalations from L1/L2 support.
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Analyze browser console logs, API requests, and backend traces to identify root causes.
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Debug issues in JavaScript/TypeScript codebase (Agile.js or Node.js environment).
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Work with engineering teams to apply permanent fixes and improve system reliability.
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Support customer onboarding, configuration, and data migration activities.
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Document resolutions, maintain FAQs, and contribute to support automation efforts.
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Perform post-incident analysis and suggest preventive measures.
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Collaborate cross-functionally with Product, QA, and DevOps teams.
Required Skills & Experience:
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4–7 years of experience supporting SaaS/web-based applications.
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Strong programming and debugging skills in JavaScript, TypeScript, and Node.js.
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Experience with Agile.js or similar modern frameworks.
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Deep understanding of REST APIs, JSON, and browser/network debugging tools.
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Hands-on experience with Atlassian Cloud platform (Jira/Confluence Cloud preferred).
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Familiarity with CI/CD pipelines, cloud infrastructure (AWS/Azure), and log analysis.
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Experience analyzing API integrations, authentication flows, and service dependencies.
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Strong analytical and communication skills.
Nice to Have:
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Exposure to Atlassian Marketplace apps.
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Knowledge of ElasticSearch, OpenSearch, or Atlassian Forge framework.
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Experience using Jira Service Management or similar ticketing tools.
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Prior background in L3 or Developer Support for SaaS applications.
If you are interested in this opportunity, please share your resume at careers@techgrit.com
Required Technical Skills
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APIs, ES6-JavaScript, Node.js, Express framework, MongoDB,JavaScrip Framework(Angular with Typescript-2-10/ ReactsJS with Redux), MongoDB, RESTful micro-services, HTML5, and CSS3
About TechGrit
TechGrit is a Dallas, USA-based business, with a development centre located in Hyderabad, India, that develops custom software for small to mid-range businesses. TechGrit creates highly customized software products for healthcare and other markets throughout Dallas and the US.
Our Mission:
To deliver high-quality and cost-effective software solutions that help companies and entrepreneurs achieve
their goals and stay ahead of the competition.
Our Vision:
To deliver high-quality and cost-effective software solutions that help companies and entrepreneurs achieve
their goals and stay ahead To be the most trusted technology partner for our customers, accelerating their business growth through innovation, reliability, and excellence by best-in-class people. of the competition.
Our Core Values:
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Customer Obsession
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Excellence
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Innovation
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Teamwork
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Integrity
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Empathy
Join TechGrit and be part of a team that values innovation, excellence, and teamwork. We are committed to
creating an inclusive environment where all employees feel valued and respected. If you are passionate and
want to contribute to our mission and vision, we would love to hear from you.