Backend Engineer(L3 Tech Support)

About Easyship: Easyship is one of the world’s leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we’ve been on a mission to democratize logistics by removing the “black box” of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single “mission control” for global trade, offering access to 550+ courier services across 200+ destinations. We are an award-winning, global team (Forbes 30 Under 30, TechInAsia’s Best Startup) with offices in London, New York, Hong Kong, and beyond. We’re growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you’re ready to solve complex problems at scale, we’d love to have you join us.  Who We're Looking For: Easyship's platform handles millions of shipments across 200+ destinations, integrating with hundreds of carriers and processing complex tax, duty, and logistics calculations in real time. Keeping that system stable and reliable isn't just an engineering problem — it's a customer experience problem. That's where you come in. As our L3 Support Engineer, you'll be the senior technical escalation point sitting between our support teams and engineering. When complex issues land on your desk, you investigate them deeply, identify root causes, and work with engineering to make sure they don't come back. You'll also be building the tools and processes that make the whole support function sharper — from monitoring and alerting to documentation and automation. This is a full-time, onsite role based in our Bangalore office (Monday to Friday). Working hours are flexible across APAC and European time zones, reflecting the global nature of our customer base and internal teams. What You'll Be Responsible For: Investigate and resolve complex technical issues escalated from L1 and L2 support teams Participate in on-call rotation to ensure continued platform coverage and incident response Collaborate with engineering to identify, document, and fix recurring platform issues at the root cause level Build tools, scripts, and automation to improve troubleshooting efficiency across the support function Maintain and improve logging, monitoring, and alerting systems to surface issues proactively Document resolutions, processes, and best practices to build institutional knowledge Own and develop knowledge base articles that empower L1 and L2 teams to resolve more independently Work closely with product and engineering to ensure customer-reported issues translate into meaningful platform improvements You Might Be a Good Fit If… You have 3+ years of experience in a technical support or software engineering role, handling production-level incidents You have strong troubleshooting skills across backend web applications, APIs, and cloud infrastructure Experience working with AI tools You're experienced with relational databases (PostgreSQL, MySQL) and Elasticsearch You're fam...