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Bloom Equity Partners

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

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Developer L3 – Product Support Engineering