L3 Support Engineer

Mercans·Remote

Pay not statedJunior levelFull-timeRemote

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About the role

The L3 Support Engineer is the deep technical investigation specialist within the support organization. This role exists to permanently eliminate the root causes of recurring tickets, not to process individual incidents.

What you'll do

Investigate complex L3 escalations: payroll calculation failures, compliance regulation errors, integration file discrepancies, and product defects
Perform root cause analysis using back-calculation methodology, regulation tracing, configuration audits, and interface file analysis
Validate deployment changelogs and release notes for potential regression risks; conduct post-deployment spot checks on high-risk configurations
Coordinate resolution with functional teams: create dev tasks for Product/Engineering, file compliance corrections, work with Configuration on entity-level fixes
Track every L3 investigation to permanent closure: verify fixes in production, confirm no recurrence