Software Support Engineer (.Net/SQL)
About The Position
This role is hybrid, requiring three days per week onsite in our Needham, MA headquarters. We’re looking for a hands-on, highly technical L3 Support Engineer to join our top-tier Support team. In this role, you’ll be the go-to expert for our most complex customer issues — digging into code, analyzing logs, reproducing tricky bugs, and partnering with R&D to deliver solutions that matter. You’ll be the voice of the customer, driving improvements in product quality, supportability, and service. If you thrive on solving hard problems, love reading logs as much as reading code, and can explain a fix to both a developer and a customer without breaking a sweat — this is your role.
Requirements
- 5+ years in advanced technical support, escalation engineering, or a similar hands-on role.
- Associate's degree in Computer Science/Engineering or relevant experience (Bachelor’s degree preferred)
- Strong troubleshooting skills with the ability to read, debug, and interpret code (C#, Java, Python, NodeJS, .NET).
- Proficiency with log analysis tools (Browser dev tools, ElasticSearch, Splunk, Wireshark) and browser/network debugging.
- Familiarity with databases (MSSQL, DB2, Oracle, MySQL) and SQL query skills.
- Understanding of enterprise architecture for high-scale Java web applications.
- Excellent communication skills – able to explain complex issues clearly to both technical and non-technical audiences.
- A customer-first mindset, proactive problem-solving approach, and a drive to constantly learn and share knowledge.
- Experience with software development methodologies (SDLC, agile, etc.) and supporting technologies (bug tracking, source control, change and configuration management, etc.)
Responsibilities
- Own Tier 3 / R&D-level case handling – troubleshoot, debug, and identify root causes at the code level.
- Perform deep-dive log and trace analysis to diagnose issues in complex environments.
- Partner with Product, QA, and Engineering to improve serviceability, supportability, and robustness.
- Act as a trusted advisor to customers, understanding their unique environments and anticipating needs.
- Create and refine documentation to share knowledge internally and externally.
- Participate in a 24x7 on-call rotation for critical issues
- Provide excellent customer support experience by combining kindness, thoughtful insights, and concise responses
Benefits
- Competitive base salaries
- Annual performance-based bonuses
- Chance to share in the equity value
- Comprehensive health benefits, including dental, life, and disability insurance
- Unlimited paid time off program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
