Technical Support Engineer (L3)

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world. To learn more about us click here.

Job Title: Technical Support Engineer (L3)
Reports to: Head of Customer Support
Location: Bangalore, India. Full Time, Onsite- Monday to Friday.
Key Relationships: Marketing, Support, Engineering, Product.

Work Hours: APAC/European Time Zone (Flexible)

Job Purpose: 

As an L3 Support Engineer, you will be the key technical escalation point for our support and engineering teams, ensuring the stability and reliability of our platform. You’ll be responsible for troubleshooting complex issues, identifying root causes, and collaborating with engineering to drive long-term solutions. Your role will involve deep diving into our systems, optimising performance, and improving our support processes. Our tech stack includes Ruby on Rails, PostgreSQL, Redis/Sidekiq, RabbitMQ, Elasticsearch, Docker/K8s/GCP.

What you’ll do:

• Investigate and resolve complex technical issues escalated from L1 and L2 support teams.

• Participate in on-call rotation mechanism to ensure continued support.

• Collaborate with engineering teams to identify, document, and fix recurring platform issues.

• Develop tools, scripts, and automation to improve troubleshooting efficiency.

• Maintain and improve logging, monitoring, and alerting systems.

• Document resolutions, processes, and best practices for future reference.

• Maintain and build knowledge base articles.

• Work closely with product and engineering to ensure customer feedback translates into platform improvements.

Who you are:

• 3+ years of experience in a technical support or software engineering role, handling production-level incidents.

• Strong troubleshooting skills in backend web applications, APIs, and cloud infrastructure.

• Proficiency in Ruby on Rails or similar backend frameworks is a plus.

• Experience with databases (PostgreSQL, MySQL) and Elasticsearch.

• Familiarity with containerization (Docker, Kubernetes) and cloud platforms (GCP, AWS, or Azure).

• Strong knowledge of logging, monitoring, and alerting tools such as Prometheus, Grafana, or Datadog.

• Good communication skills to effectively work with cross-functional teams.

• A proactive problem-solver who enjoys debugging and optimising systems.

What you’ll get:

• Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.

• Gym & Wellness Reimbursement: Training for a big race? Don’t sweat it. We offer gym reimbursement for all employees.

• Generous Vacation Policy: We think time off is essential… and we encourage it!

• Duvet Day: Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!

• Mental Health Day: You deserve a day off! A chance to recharge and enjoy ‘Me Time’

• 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!

• Professional Development: We’re here to help you hit your career goals to help get you where you want to be.

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Toronto, Taipei and Bangalore - our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!