Backend Engineer(L3 Tech Support)

About this role

<div> <div class="standard-markdown grid-cols-1 grid [&_>_*]:min-w-0 gap-3"> <h4>About Easyship:</h4> <p>Easyship is one of the world’s leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we’ve been on a mission to democratize logistics by removing the “black box” of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single “mission control” for global trade, offering access to 550+ courier services across 200+ destinations.</p> <p>We are an award-winning, global team (Forbes 30 Under 30, TechInAsia’s Best Startup) with offices in London, New York, Hong Kong, and beyond. We’re growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you’re ready to solve complex problems at scale, we’d love to have you join us.</p> <p><strong> Who We're Looking For:</strong></p> <p class="font-claude-response-body break-words whitespace-normal">Easyship's platform handles millions of shipments across 200+ destinations, integrating with hundreds of carriers and processing complex tax, duty, and logistics calculations in real time. Keeping that system stable and reliable isn't just an engineering problem — it's a customer experience problem. That's where you come in.</p> <p class="font-claude-response-body break-words whitespace-normal">As our<strong> L3 Support Engineer</strong>, you'll be the senior technical escalation point sitting between our support teams and engineering. When complex issues land on your desk, you investigate them deeply, identify root causes, and work with engineering to make sure they don't come back. You'll also be building the tools and processes that make the whole support function sharper — from monitoring and alerting to documentation and automation.</p> <p class="font-claude-response-body break-words whitespace-normal">This is a full-time, onsite role based in our Bangalore office (Monday to Friday). Working hours are flexible across APAC and European time zones, reflecting the global nature of our customer base and internal teams.</p> </div> </div> <div> <div class="standard-markdown grid-cols-1 grid [&_>_*]:min-w-0 gap-3"> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">What You'll Be Responsible For:</h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Investigate and resolve complex technical issues escalated from L1 and L2 support teams</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Participate in on-call rotation to ensure continued platform coverage and incident response</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Collaborate with engineering to identify, document, and fix recurring platform issues at the root cause level</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Build tools, scripts, and automation to improve troubleshooting efficiency across the support function</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Maintain and improve logging, monitoring, and alerting systems to surface issues proactively</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Document resolutions, processes, and best practices to build institutional knowledge</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Own and develop knowledge base articles that empower L1 and L2 teams to resolve more independently</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Work closely with product and engineering to ensure customer-reported issues translate into meaningful platform improvements</li> </ul> </div> </div> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">You Might Be a Good Fit If…</h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">You have 3+ years of experience in a technical support or software engineering role, handling production-level incidents</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You have strong troubleshooting skills across backend web applications, APIs, and cloud infrastructure</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience working with AI tools</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You're experienced with relational databases (PostgreSQL, MySQL) and Elasticsearch</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You're familiar with containerisation (Docker, Kubernetes) and cloud platforms (GCP, AWS, or Azure)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You have solid knowledge of logging, monitoring, and alerting tools such as Prometheus, Grafana, or Datadog</li> <li class="font-claude-response-body whitespace-normal…