Senior Product Support Engineer (L3)

📋 Description

• • Senior Product Support Engineer (L3) at Nexus Cognitive LLC serves as the deepest level of customer-facing technical support within the Engineering pillar, handling escalations from Forward Engineering teams and enterprise customers to resolve complex platform issues.
• • Day-to-day responsibilities include owning and driving resolution of escalated technical issues, conducting deep-dive platform diagnostics using log analysis and distributed tracing, reproducing and documenting defects, developing workarounds for critical issues, building internal knowledge base articles, participating in on-call rotations for Severity-1 incidents, and collaborating with platform engineers on product improvements.
• • Nexus Cognitive LLC is a team of builders and problem-solvers focused on helping organizations turn complex data into actionable insights, with a culture rooted in curiosity, ownership, collaboration, and care across U.S. and India teams.
• • In this role, you will develop deep expertise in data infrastructure platforms, strengthen your ability to bridge customer operations and engineering teams, gain experience in enterprise support processes and SLA management, and contribute to product improvements through support-driven insights.