What are the responsibilities and job description for the L3 Support Engineer position at Rain Instant Pay?
Support Analyst (L3)
We are looking for an L3 support analyst to work with our Employer Success escalated support team. You will help us to solve problems at a low level, trying to solve root causes in our code, as well as directing possible problems to the responsible teams. We want your help to ensure our users get the help they need and that we have an efficient process that can scale as we grow. You will work closely with other Support Analysts, Scrum Masters, and Engineers from all of our teams to support our US operation.
Responsibilities
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Interact with business area and level 2 support to understand and clarify escalated tickets.
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Modify/maintain existing code to correct errors and/or improve our code performance.
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Classify, monitor, and organize tickets according to the root cause and other variables.
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Provide documentation and take other proactive actions to prevent new tickets to be escalated.
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Provide input for teams on common issues and requirements for better support (e.g. better logging).
Skills and Qualifications
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Great verbal and written communication skills
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English fluency
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Great level of organization, discipline and analytical thinking to diagnose complex issues
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Proven work experience diagnosing technical issues and interacting with support and engineering teams
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Proficient knowledge of back-end programming languages, Go / Golang and Python mainly
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Solid understanding of REST API design and development with experience building REST APIs
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Experience with API security standards and implementation (OAuth)
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Good experience with API frameworks
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Integration of multiple data sources and databases into one system
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Experience with AWS as a cloud provider
Plus
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Experience with Jira as a ticketing system
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Previous experience in startups
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Previous experience in fintech or other financial services companies
***Note: Examples of past work will be required as part of the hiring process***