Job Title: L3 Support Engineer
Type: Permanent
Location: APAC, EMEA
The L3 Support Engineer is the deep technical investigation specialist responsible for eliminating the root causes of recurring issues. This role focuses on complex, cross-system problems (payroll, integrations, compliance, and product defects) and drives permanent fixes rather than handling individual tickets.
L3 engineers receive escalations from Support Engineers, identify root causes, coordinate fixes with Product, Engineering, Compliance, and Configuration teams, and document outcomes to improve the knowledge base and AI systems.
Deep Technical Investigation
- Investigate complex escalations (payroll calculations, compliance errors, integrations, defects)
- Perform root cause analysis across configuration, product, compliance, and infrastructure layers
- Analyze logs, API payloads, database queries, and interface files
- Validate releases and conduct post-deployment checks to prevent regressions
Cross-Functional Coordination
- Work with Product/Engineering on fixes, Compliance on regulation issues, and Configuration teams on setup corrections
- Track issues to permanent resolution and verify fixes in production
- Support knowledge transfer and training for Support Engineers
Knowledge Base & AI Contribution
- Document all findings (root cause, resolution, prevention) in structured KB articles
- Convert investigation outputs into AI training data with AI Operations Lead
- Maintain a root cause register tracking issues, status, and impact
Coverage
- Provide on-call support for critical (P1) issues
- Operate primarily during core business hours aligned with cross-functional teams
Core Skills
- Strong root cause analysis across multi-layer systems (UI, API, DB, configuration)
- Deep understanding of payroll calculations, compliance, and back-calculation logic
- Ability to analyze logs, integrations, and system data flows
- Strong technical documentation and reporting skills
- Experience working with cross-functional engineering and product teams
Experience & Education
- Bachelor’s degree in Computer Science, Engineering, or related field
- 3+ years in L3/Tier 3 support, application engineering, or payroll systems
- Experience in payroll, HCM configuration, or integrations
- Multi-country payroll experience preferred
- Root Cause Elimination: Resolve 15 recurring root causes within 90 days
- Backlog Reduction: Eliminate all L3 tickets aged >10 business days within 60 days
- Root Cause Register: Launch and maintain within 30 days
- Documentation: 100% of L3 fixes documented in KB (ongoing)
- AI Contribution: 100% of L3 outputs converted to AI training data (from day 30)
- Post-Deployment Checks: Validate 100% of deployments within 4 hours
- Escalation Reduction: Reduce deployment-related escalations by 50% within 90 days