We are looking for a strong L3-L4 Support Engineer who will act as a technical leader within the support team on a large-scale enterprise project.

This is a hands-on role. Your primary responsibility will be to investigate and resolve complex production issues, while also supporting the team in handling incidents and escalations.

This is not a pure management position. You will stay deeply technical and work directly with production systems, while taking ownership of complex cases and supporting the team in day-to-day operations.

Responsibilities

Responsibilities

  • Investigate and resolve complex production issues at L3-L4 level, performing root cause analysis and ensuring long-term fixes.
  • Work with SQL queries, logs, system behavior, APIs, and integrations to troubleshoot both server-side and client-side issues.
  • Support and maintain enterprise systems such as Billing, CRM, and Rating, including participation in system implementation, releases, and post-release support
  • Act as a go-to person for complex cases and escalations, serving as the first escalation point for critical technical issues.
  • Support team members in troubleshooting, help prioritize and unblock critical tasks, and ensure incidents are properly investigated and resolved.
  • Distribute workload within the team, monitor progress, and ensure no tickets are stuck and SLA targets are consistently met.
  • Participate in organizing shift-based support, including planning and maintaining shift rotations to ensure proper coverage.
  • Communicate with customers on complex issues, handle escalations and critical incidents, and ensure timely resolution within SLA.

Requirements:

  • 5+ years of experience in technical or production support
  • Strong experience at L3-L4 level with independent troubleshooting
  • At least 2 years of experience in a Team Lead or senior support role
  • Strong hands-on skills in SQL
  • Experience troubleshooting complex systems
  • Strong root cause analysis skills
  • Ability to understand system architecture and end-to-end flows
  • Experience working with APIs, integrations, logs, and production environments
  • Willingness to work in a shift-based schedule
  • Experience organizing and managing shift rotations for a support team
  • Languages: Ukrainian — Native; English — Advanced.

Nice to have

  • Experience with Oracle
  • Linux at an advanced user level
  • Background in QA or development
  • Experience with enterprise systems such as billing, telecom, or energy.

 

Working with MaxBill, you will receive:

  • 20 working days of annual vacation per year, plus paid public holidays.
  • Provision of sick/personal leave.
  • Paid trainings, conferences, seminars, and certification courses, classes in English.
  • On-the-job mentoring program to learn from experienced colleagues.
  • The possibility of remote work and a flexible schedule.