Developer L3 / Product Support Engineer (Enterprise Integrations) Title: Developer L3 – Product Support Engineering Location: United States/Canada (Remote) Type: Full-time
About the Role We'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). This is a blended role:
Part development-focused L3: deep-dive analysis, SQL, logs, root-cause.
Part product support engineering: working closely with Services, QA and Product teams, and sometimes directly with customer technical teams.
This role spans two distinct but equally important support contexts:
Active 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.
Live 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.
Together, these give you full-lifecycle 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. We'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.
What You'll Do Own complex issues end-to-end
Take L3-escalated tickets from investigation through to resolution and follow-up.
Work with customer DBAs and infrastructure teams on issues involving database performance, failover behaviour, and high-frequency queries.
Use logs, telemetry, SQL and configuration analysis to isolate and validate root causes.
Support active project deployments (pre-go-live)
Be 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.
Troubleshoot issues in customer environments that don't reproduce locally: permissions, network topology, infrastructure differences (on-prem vs cloud, air-gapped environments).
Help validate that deployment runbooks, configuration guides and environment prereqs are accurate and repeatable before a customer goes live.
Analyse and troubleshoot production behaviour
Investigate performance and stability issues (e.g. high-memory / high-frequency queries triggered by scheduled jobs).
Correlate application behaviour with external systems and APIs (e.g. PACS integrations via an OpenAccess-style API and adapter services).
Propose and verify remediation plans that are safe, consistent, and well-documented.
Collaborate with internal teams
Partner with L1/L2 Support to clarify problem statements and define clear next steps.
Work with QA to reproduce defects, validate fixes and refine regression coverage.
Work with Product Engineering to raise bugs and enhancements, validate patches and influence design based on what you see in the field.
Create and maintain knowledge
Convert recurring or high-value investigations into knowledge base articles, runbooks and troubleshooting guides.
Contribute to internal playbooks, decision trees and standard remediation patterns for L3 support.
Help refine escalation criteria and improve which issues should reach L3 versus earlier tiers.
Contribute to product quality
Identify code, configuration or data patterns that drive incidents and feed that insight back into the product roadmap.
Participate in incident reviews and post-mortems; define preventative and hardening actions.
Where appropriate, design, code, and merge hotfixes and stability patches directly to the codebase, including scripts and data migrations.
Typical Problems You'll Work On
Investigating database failovers caused by high-frequency reporting or sync queries.
Analysing synchronisation schedules (e.g. event sync every few minutes vs daily location sync) and their impact on load.
Tracing 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.
Validating that proposed changes (schedules, indexing strategies, configuration adjustments, data cleanup patterns) are safe and repeatable.
Reviewing customer configuration of dataflows, schedules and integrations against best-practice guides and recommending improvements.
Debugging 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.
Helping the services team get hands-on with a newly released feature or component before they deploy it at a customer site.
Tech Environment Microsoft SQL Server
T-SQL query analysis and tuning.
Indexing and execution plan reasoning.
Understanding of locking, isolation levels and HA/failover scenarios.
Backend services in a .NET-style enterprise stack
Multi-tier application architecture.
Background services / schedulers for recurring jobs (event syncs, location syncs, reporting dataflows).
Enterprise integrations
APIs and adapter services integrating with external systems, including physical access control systems (PACS) via OpenAccess-style APIs.
Log- and configuration-driven debugging across multiple components.
Cloud-native and on-premises infrastructure
Kubernetes-based deployments: understanding how containerised services behave differently from traditional Windows-hosted applications.
On-premises and air-gapped environments: familiarity with deployment tooling and the challenges of environments with restricted connectivity.
Ability to reason about infrastructure differences between an internal lab and a customer environment (networking, permissions, resource constraints).
Tooling & Workflow
Jira (or similar) for incident/issue tracking and workflow — including structured pre-production and support ticket types.
Confluence (or similar) for documentation, runbooks and knowledge base content.
About You You'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 to resolution. Must-haves
3–5+ years in software engineering, application support engineering, SRE, or similar roles.
Strong debugging and problem-solving skills in distributed or integrated systems.
Solid experience with relational databases, ideally SQL Server:
Confident reading and reasoning about complex T-SQL queries.
Understanding indexes, query plans, and performance impact.
Comfortable working with logs, traces and configuration to correlate and explain system behaviour.
Experience with enterprise integrations (APIs, adapters, scheduled dataflows).
Excellent written and verbal communication:
Able to explain technical findings clearly to Support, Product and occasionally customer technical teams.
Able to write clear, actionable knowledge base articles and runbooks.
Proven ability to troubleshoot collaboratively in a remote/async environment (e.g. debugging over screen-share, leaving clear trail-of-thought comments in Jira).
A strong sense of ownership and follow-through: you close the loop and make sure issues truly stay resolved.
Nice-to-haves (or things you'll learn here)
Experience with physical access control systems (PACS) or other security/compliance-critical integrations.
Prior L3 / product support or SRE-style on-call experience.
Familiarity with .NET (C#) or similar backend technologies used in enterprise environments.
Experience with Kubernetes, container orchestration, or cloud-native application stacks.
Exposure to on-premises or air-gapped deployment patterns and the tooling that supports them.
Experience with Jira and Confluence in a structured incident and knowledge-management setup.
How We'll Support You You don't need prior experience with this exact product. You'll get:
Structured onboarding to our L3 workflows, SLAs and escalation paths — covering both project delivery support and production support processes.
Access to existing knowledge base articles, runbooks and past incident analyses.
Mentoring from experienced L3 engineers, QA and Support team members.
A 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.
Time explicitly set aside for learning, documentation and continuous improvement — not just ticket throughput.