Technical Support Engineer L3 ID53664

AgileEngine • Bloomington, MN

12d • Hybrid

About The Position

As a Technical Support Engineer, you’ll solve complex, high-impact issues across diverse environments, ensuring seamless product performance and exceptional customer experience. You’ll act as a key link between customers and engineering, driving resolutions, sharing insights, and influencing product improvements. This role offers the opportunity to deepen expertise in Java, distributed systems, and troubleshooting while mentoring others and shaping best practices in a collaborative, fast-paced environment.

Requirements

• Minimum 2+ years of experience in customer-facing technical roles within software organizations
• Fluent in written and spoken English
• Flexible to work in EU or US time zones
• Strong knowledge in Java 11+ (Java 17 preferred)
• Basic knowledge of clustered environments, thread safety, data center scalability, and network protocols
• Good knowledge of Linux and Windows operating systems
• Experience with JIRA for issue tracking and project management
• Remote troubleshooting and system diagnostics across complex environments
• Excellent written, verbal, and presentation communication skills
• Strong analytical and problem-solving abilities
• Ability to work independently and collaboratively in cross-functional teams
• Ability to manage multiple products and technologies simultaneously
• Demonstrated curiosity and enthusiasm for staying current with industry trends
• Track record of self-directed learning and adapting to new technical environments

Nice To Haves

• Hands-on experience developing Atlassian Server/DC apps using Atlassian SDK and Atlassian Plugin Framework
• Experience in scripting languages, including JavaScript, TypeScript, and jQuery
• Experience with Maven, Git/Bitbucket, and Bamboo build pipelines
• Experience with React, Node, and package managers
• Good knowledge of REST API design, JSON, and XML
• Good knowledge of Atlassian SAL, Active Objects, event handling, and licensing modules
• Comfortable with unit testing frameworks (JUnit, Mockito) and test automation
• Strong knowledge of logging frameworks (Log4j2) and dependency injection (Spring)

Responsibilities

• Diagnose and resolve advanced technical issues across multiple programming languages, build environments, and deployment scenarios
• Escalate critical issues to R&D with detailed technical analysis while maintaining transparent customer communication throughout resolution
• Build and maintain a comprehensive knowledge base of solutions, workarounds, and best practices
• Mentor L1/L2 engineers and conduct knowledge transfer sessions to elevate team capabilities
• Gather customer feedback on features and bugs and communicate insights to the product team

Benefits

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
• Exciting projects: Modern solutions with Fortune 500 and top product companies.
• Flextime: Flexible schedule with remote and office options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed