{"schemaVersion":"jobsearcher.job.v1","id":"1b368fa1a28fb2e447f2b1f1","url":"https://jobsearcher.com/jobs/1b368fa1a28fb2e447f2b1f1","canonicalUrl":"https://jobsearcher.com/jobs/1b368fa1a28fb2e447f2b1f1","title":"Developer L3 - Product Support Engineering","description":"Developer L3 / Product Support Engineer (Enterprise Integrations)\r\nTitle: Developer L3 – Product Support Engineering Location: United States/Canada (Remote) Type: Full-time\r\nAbout The Role\r\nWe're looking for a hands-on Developer L3 / Product Support Engineer to own complex, real-world issues in a mature enterprise platform that integrates with external systems such as physical access control systems (PACS).\r\nThis is a blended role\r\nPart development-focused L3: deep-dive analysis, SQL, logs, root-cause\r\nPart product support engineering: working closely with Services, QA and Product teams, and sometimes directly with customer technical teams\r\nThis role spans two distinct but equally important support contexts\r\nActive project deployments (pre-go-live): working alongside the services delivery team to investigate and resolve blockers that arise as customers are being onboarded — new integrations, first-time feature deployments, and environments that don't behave like the lab\r\nLive production support: owning complex L3 escalations for customers already in production — performance degradation, integration failures, database instability, and anything the L1/L2 team can't resolve\r\nTogether, these give you full-life-cycle visibility: from first deployment through long-term production stability. You'll investigate and resolve high-impact issues in both contexts, analyse database and integration behaviour, and turn your findings into product improvements and internal knowledge articles. You'll work heavily with SQL Server, a .NET-style backend, scheduler-driven dataflows, PACS integrations (e.g. via APIs/adapters similar to Lenel OpenAccess), and a platform that runs on both cloud-native (Kubernetes) and on-premises infrastructure.\r\nWe'll train you on the product and processes; you bring strong engineering fundamentals, curiosity and ownership. This is a US/Canada-based role operating Monday–Friday, and forms part of a growing global L3 team built for follow-the-sun coverage.\r\nWhat You'll Do\r\nOwn complex issues end-to-end\r\nTake L3-escalated tickets from investigation through to resolution and follow-up\r\nWork with customer DBAs and infrastructure teams on issues involving database performance, failover behaviour, and high-frequency queries\r\nUse logs, telemetry, SQL and configuration analysis to isolate and validate root causes\r\nSupport active project deployments (pre-go-live)\r\nBe a technical resource for the services delivery team during customer rollouts — investigate blockers that arise when new features, adapters or integrations are deployed for the first time\r\nTroubleshoot issues in customer environments that don't reproduce locally: permissions, network topology, infrastructure differences (on-prem vs cloud, air-gapped environments)\r\nHelp validate that deployment runbooks, configuration guides and environment prerequisites are accurate and repeatable before a customer goes live\r\nAnalyse and troubleshoot production behaviour\r\nInvestigate performance and stability issues (e.g. high-memory / high-frequency queries triggered by scheduled jobs)\r\nCorrelate application behaviour with external systems and APIs (e.g. PACS integrations via an OpenAccess-style API and adapter services)\r\nPropose and verify remediation plans that are safe, consistent, and well-documented\r\nCollaborate with internal teams\r\nPartner with L1/L2 Support to clarify problem statements and define clear next steps\r\nWork with QA to reproduce defects, validate fixes and refine regression coverage\r\nWork with Product Engineering to raise bugs and enhancements, validate patches and influence design based on what you see in the field\r\nCreate and maintain knowledge\r\nConvert recurring or high-value investigations into knowledge base articles, runbooks and troubleshooting guides\r\nContribute to internal playbooks, decision trees and standard remediation patterns for L3 support\r\nHelp refine escalation criteria and improve which issues should reach L3 versus earlier tiers\r\nContribute to product quality\r\nIdentify code, configuration or data patterns that drive incidents and feed that insight back into the product roadmap\r\nParticipate in incident reviews and post-mortems; define preventative and hardening actions\r\nWhere appropriate, design, code, and merge hotfixes and stability patches directly to the codebase, including scripts and data migrations\r\nTypical Problems You'll Work On\r\nInvestigating database failovers caused by high-frequency reporting or sync queries\r\nAnalysing synchronisation schedules (e.g. event sync every few minutes vs daily location sync) and their impact on load\r\nTracing behaviour through APIs and adapters connecting to external systems (e.g. PACS/OpenAccess-style APIs) to find which job or feature is generating problematic queries\r\nValidating that proposed changes (schedules, indexing strategies, configuration adjustments, data cleanup patterns) are safe and repeatable\r\nReviewing customer configuration of dataflows, schedules and integrations against best-practice guides and recommending improvements\r\nDebugging a deployment that works in the internal lab but fails in a customer environment — isolating whether the issue is permissions, infrastructure configuration, environment parity, or a product defect\r\nHelping the services team get hands-on with a newly released feature or component before they deploy it at a customer site\r\nTech Environment\r\nMicrosoft SQL Server\r\nT-SQL query analysis and tuning\r\nIndexing and execution plan reasoning\r\nUnderstanding of locking, isolation levels and HA/failover scenarios\r\nBackend services in a .NET-style enterprise stack\r\nMulti-tier application architecture\r\nBackground services / schedulers for recurring jobs (event syncs, location syncs, reporting dataflows)\r\nEnterprise integrations\r\nAPIs and adapter services integrating with external systems, including physical access control systems (PACS) via OpenAccess-style APIs\r\nLog- and configuration-driven debugging across multiple components\r\nCloud-native and on-premises infrastructure\r\nKubernetes-based deployments: understanding how containerised services behave differently from traditional Windows-hosted applications\r\nOn-premises and air-gapped environments: familiarity with deployment tooling and the challenges of environments with restricted connectivity\r\nAbility to reason about infrastructure differences between an internal lab and a customer environment (networking, permissions, resource constraints)\r\nTooling & Workflow\r\nJira (or similar) for incident/issue tracking and workflow — including structured pre-production and support ticket types\r\nConfluence (or similar) for documentation, runbooks and knowledge base content\r\nAbout You\r\nYou're an engineer who enjoys debugging and understanding complex systems — whether that's a live production incident or a deployment blocker mid-rollout. You like being close to real customer problems and seeing them through resolution.\r\nMust-haves\r\n3–5+ years in software engineering, application support engineering, SRE, or similar roles\r\nStrong debugging and problem-solving skills in distributed or integrated systems\r\nSolid experience with relational databases, ideally SQL Server:\r\nConfident reading and reasoning about complex T-SQL queries\r\nUnderstanding indexes, query plans, and performance impact\r\nComfortable working with logs, traces and configuration to correlate and explain system behaviour\r\nExperience with enterprise integrations (APIs, adapters, scheduled dataflows)\r\nExcellent written and verbal communication\r\nAble to explain technical findings clearly to Support, Product and occasionally customer technical teams\r\nAble to write clear, actionable knowledge base articles and runbooks\r\nProven ability to troubleshoot collaboratively in a remote/async environment (e.g. debugging over screen-share, leaving clear trail-of-thought comments in Jira)\r\nA strong sense of ownership and follow-through: you close the loop and make sure issues truly stay resolved\r\nNice-to-haves (or things you'll learn here)\r\nExperience with physical access control systems (PACS) or other security/compliance-critical integrations\r\nPrior L3 / product support or SRE-style on-call experience\r\nFamiliarity with .NET (C#) or similar backend technologies used in enterprise environments\r\nExperience with Kubernetes, container orchestration, or cloud-native application stacks\r\nExposure to on-premises or air-gapped deployment patterns and the tooling that supports them\r\nExperience with Jira and Confluence in a structured incident and knowledge-management setup\r\nHow We'll Support You\r\nStructured onboarding to our L3 workflows, SLAs and escalation paths — covering both project delivery support and production support processes\r\nAccess to existing knowledge base articles, runbooks and past incident analyses\r\nMentoring from experienced L3 engineers, QA and Support team members\r\nA counterpart in Europe: you'll be part of a two-person L3 team designed for follow-the-sun coverage, so handoffs and collaboration across time zones are built into the role\r\nTime explicitly set aside for learning, documentation and continuous improvement — not just ticket throughput\r\nJ-18808-Ljbffr","company":"Bloom Equity Partners","rawCompany":"bloom equity partners","city":"Phoenix","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-04-09T09:02:05.588Z","occupations":[{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Developer L3 - Product Support Engineering","description":"Developer L3 / Product Support Engineer (Enterprise Integrations)\r\nTitle: Developer L3 – Product Support Engineering Location: United States/Canada (Remote) Type: Full-time\r\nAbout The Role\r\nWe're looking for a hands-on Developer L3 / Product Support Engineer to own complex, real-world issues in a mature enterprise platform that integrates with external systems such as physical access control systems (PACS).\r\nThis is a blended role\r\nPart development-focused L3: deep-dive analysis, SQL, logs, root-cause\r\nPart product support engineering: working closely with Services, QA and Product teams, and sometimes directly with customer technical teams\r\nThis role spans two distinct but equally important support contexts\r\nActive project deployments (pre-go-live): working alongside the services delivery team to investigate and resolve blockers that arise as customers are being onboarded — new integrations, first-time feature deployments, and environments that don't behave like the lab\r\nLive production support: owning complex L3 escalations for customers already in production — performance degradation, integration failures, database instability, and anything the L1/L2 team can't resolve\r\nTogether, these give you full-life-cycle visibility: from first deployment through long-term production stability. You'll investigate and resolve high-impact issues in both contexts, analyse database and integration behaviour, and turn your findings into product improvements and internal knowledge articles. You'll work heavily with SQL Server, a .NET-style backend, scheduler-driven dataflows, PACS integrations (e.g. via APIs/adapters similar to Lenel OpenAccess), and a platform that runs on both cloud-native (Kubernetes) and on-premises infrastructure.\r\nWe'll train you on the product and processes; you bring strong engineering fundamentals, curiosity and ownership. This is a US/Canada-based role operating Monday–Friday, and forms part of a growing global L3 team built for follow-the-sun coverage.\r\nWhat You'll Do\r\nOwn complex issues end-to-end\r\nTake L3-escalated tickets from investigation through to resolution and follow-up\r\nWork with customer DBAs and infrastructure teams on issues involving database performance, failover behaviour, and high-frequency queries\r\nUse logs, telemetry, SQL and configuration analysis to isolate and validate root causes\r\nSupport active project deployments (pre-go-live)\r\nBe a technical resource for the services delivery team during customer rollouts — investigate blockers that arise when new features, adapters or integrations are deployed for the first time\r\nTroubleshoot issues in customer environments that don't reproduce locally: permissions, network topology, infrastructure differences (on-prem vs cloud, air-gapped environments)\r\nHelp validate that deployment runbooks, configuration guides and environment prerequisites are accurate and repeatable before a customer goes live\r\nAnalyse and troubleshoot production behaviour\r\nInvestigate performance and stability issues (e.g. high-memory / high-frequency queries triggered by scheduled jobs)\r\nCorrelate application behaviour with external systems and APIs (e.g. PACS integrations via an OpenAccess-style API and adapter services)\r\nPropose and verify remediation plans that are safe, consistent, and well-documented\r\nCollaborate with internal teams\r\nPartner with L1/L2 Support to clarify problem statements and define clear next steps\r\nWork with QA to reproduce defects, validate fixes and refine regression coverage\r\nWork with Product Engineering to raise bugs and enhancements, validate patches and influence design based on what you see in the field\r\nCreate and maintain knowledge\r\nConvert recurring or high-value investigations into knowledge base articles, runbooks and troubleshooting guides\r\nContribute to internal playbooks, decision trees and standard remediation patterns for L3 support\r\nHelp refine escalation criteria and improve which issues should reach L3 versus earlier tiers\r\nContribute to product quality\r\nIdentify code, configuration or data patterns that drive incidents and feed that insight back into the product roadmap\r\nParticipate in incident reviews and post-mortems; define preventative and hardening actions\r\nWhere appropriate, design, code, and merge hotfixes and stability patches directly to the codebase, including scripts and data migrations\r\nTypical Problems You'll Work On\r\nInvestigating database failovers caused by high-frequency reporting or sync queries\r\nAnalysing synchronisation schedules (e.g. event sync every few minutes vs daily location sync) and their impact on load\r\nTracing behaviour through APIs and adapters connecting to external systems (e.g. PACS/OpenAccess-style APIs) to find which job or feature is generating problematic queries\r\nValidating that proposed changes (schedules, indexing strategies, configuration adjustments, data cleanup patterns) are safe and repeatable\r\nReviewing customer configuration of dataflows, schedules and integrations against best-practice guides and recommending improvements\r\nDebugging a deployment that works in the internal lab but fails in a customer environment — isolating whether the issue is permissions, infrastructure configuration, environment parity, or a product defect\r\nHelping the services team get hands-on with a newly released feature or component before they deploy it at a customer site\r\nTech Environment\r\nMicrosoft SQL Server\r\nT-SQL query analysis and tuning\r\nIndexing and execution plan reasoning\r\nUnderstanding of locking, isolation levels and HA/failover scenarios\r\nBackend services in a .NET-style enterprise stack\r\nMulti-tier application architecture\r\nBackground services / schedulers for recurring jobs (event syncs, location syncs, reporting dataflows)\r\nEnterprise integrations\r\nAPIs and adapter services integrating with external systems, including physical access control systems (PACS) via OpenAccess-style APIs\r\nLog- and configuration-driven debugging across multiple components\r\nCloud-native and on-premises infrastructure\r\nKubernetes-based deployments: understanding how containerised services behave differently from traditional Windows-hosted applications\r\nOn-premises and air-gapped environments: familiarity with deployment tooling and the challenges of environments with restricted connectivity\r\nAbility to reason about infrastructure differences between an internal lab and a customer environment (networking, permissions, resource constraints)\r\nTooling & Workflow\r\nJira (or similar) for incident/issue tracking and workflow — including structured pre-production and support ticket types\r\nConfluence (or similar) for documentation, runbooks and knowledge base content\r\nAbout You\r\nYou're an engineer who enjoys debugging and understanding complex systems — whether that's a live production incident or a deployment blocker mid-rollout. You like being close to real customer problems and seeing them through resolution.\r\nMust-haves\r\n3–5+ years in software engineering, application support engineering, SRE, or similar roles\r\nStrong debugging and problem-solving skills in distributed or integrated systems\r\nSolid experience with relational databases, ideally SQL Server:\r\nConfident reading and reasoning about complex T-SQL queries\r\nUnderstanding indexes, query plans, and performance impact\r\nComfortable working with logs, traces and configuration to correlate and explain system behaviour\r\nExperience with enterprise integrations (APIs, adapters, scheduled dataflows)\r\nExcellent written and verbal communication\r\nAble to explain technical findings clearly to Support, Product and occasionally customer technical teams\r\nAble to write clear, actionable knowledge base articles and runbooks\r\nProven ability to troubleshoot collaboratively in a remote/async environment (e.g. debugging over screen-share, leaving clear trail-of-thought comments in Jira)\r\nA strong sense of ownership and follow-through: you close the loop and make sure issues truly stay resolved\r\nNice-to-haves (or things you'll learn here)\r\nExperience with physical access control systems (PACS) or other security/compliance-critical integrations\r\nPrior L3 / product support or SRE-style on-call experience\r\nFamiliarity with .NET (C#) or similar backend technologies used in enterprise environments\r\nExperience with Kubernetes, container orchestration, or cloud-native application stacks\r\nExposure to on-premises or air-gapped deployment patterns and the tooling that supports them\r\nExperience with Jira and Confluence in a structured incident and knowledge-management setup\r\nHow We'll Support You\r\nStructured onboarding to our L3 workflows, SLAs and escalation paths — covering both project delivery support and production support processes\r\nAccess to existing knowledge base articles, runbooks and past incident analyses\r\nMentoring from experienced L3 engineers, QA and Support team members\r\nA counterpart in Europe: you'll be part of a two-person L3 team designed for follow-the-sun coverage, so handoffs and collaboration across time zones are built into the role\r\nTime explicitly set aside for learning, documentation and continuous improvement — not just ticket throughput\r\nJ-18808-Ljbffr","datePosted":"2026-04-09T09:02:05.588Z","dateModified":"2026-04-09T09:02:05.588Z","hiringOrganization":{"@type":"Organization","name":"Bloom Equity Partners","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Phoenix","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1b368fa1a28fb2e447f2b1f1"},"url":"https://jobsearcher.com/jobs/1b368fa1a28fb2e447f2b1f1"}}