Junior L3 Engineer (Hybrid)

DIRECTLY REPORTS TO:

Engineering Lead - L3 Operations

MAIN AREA OF RESPONSIBILITY:

The Junior L3 Engineer is an entry-level advanced-support role responsible for handling L2 issues independently while assisting senior engineers with L3-level troubleshooting, automation, and documentation.

TASKS:

• Handle incoming operational support tickets and resolve issues.
• Do first-pass investigation on investigation tickets: reproduce the issue, pull logs and metrics from Azure, test the related API calls, and check the data involved.
• Escalate complex issues with clear documentation and context.
• Assist other L3 engineers with advanced incident resolution and root-cause analysis on API errors, data discrepancies, and performance issues.
• Run and help maintain existing automation and support tools, using AI assistance and validating its output before acting on it.
• Create and update knowledge base articles and runbooks.
• Communicate clearly with customers and provide timely status updates; conduct client calls as necessary.

QUALIFICATIONS | COMPETENCIES:

• Graduate of a Bachelor’s Degree in Computer Science, Information Technology, Engineering, or other related courses.
• 1–3 years in a technical support or operations role. Exposure to L2/L3 troubleshooting is a plus.
• Working knowledge of REST APIs: sending requests with Postman or similar tools and reading HTTP status codes and JSON responses.
• Basic SQL for querying and validating data.
• Basic understanding of authentication and SSO concepts (OAuth/OIDC, SAML, identity providers). Experience with Keycloak is a plus.
• Able to read application logs and stack traces. Exposure to .NET applications is a plus.
• Familiarity with Jira and Microsoft Azure monitoring tools (Application Insights, Log Analytics/KQL), or willingness to learn.
• Comfortable using AI-assisted tools with the judgment to verify their output before acting.
• Strong written and verbal communication skills.
• Structured approach to troubleshooting and documentation; interest in learning automation or scripting.