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
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