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L3 Support Engineer

Cork, Ireland

 

L3 Support Engineer

Location: Cork/Ireland

Work Model: Hyrbid or Remote

What will you be doing?

Better insights are in sight, and you’ll take an active role in leading the way. Your primary responsibility will be to own the most complex and high-impact customer support issues, acting as the final support escalation point before Product or Engineering involvement.

As a Level 3 Support Engineer, you are a customer-facing member of the Support organization with advanced technical expertise. You will work directly with customers to investigate complex system behaviour, validate findings, explain technical outcomes, and guide resolution. At the same time, you will collaborate closely with Product and Engineering when issues require deeper analysis or code-level fixes.

This role exists to ensure that complex issues are thoroughly investigated, clearly communicated, and correctly routed, while maintaining strong customer trust and confidence. L3 Support Engineers combine strong customer service skills with deep technical troubleshooting, enabling faster resolution, better escalations, and continuous improvement of the product.

Key Responsibilities:

  • Own and resolve the most complex and high-impact customer support issues, acting as the final support escalation point
  • Work directly with customers to investigate, troubleshoot, and explain complex technical issues in a clear and professional manner
  • Perform advanced technical analysis across application behaviour, integrations, APIs, and data layers
  • Identify root causes of issues and determine appropriate resolution paths, including support fixes, workarounds, or escalation for product changes
  • Collaborate closely with Product and Engineering teams to communicate findings, validate assumptions, and support resolution efforts
  • Translate customer-reported problems into clear technical problem statements for internal teams
  • Provide guidance and technical mentorship to Tier 2 support resources
  • Contribute to improving overall support quality by identifying recurring issues, patterns, and opportunities for improvement
  • Create and maintain clear internal documentation to support knowledge sharing and escalation quality
  • Participate in incident response, escalations, and on-call rotations as required

Required Experience:

  • 4–6+ years of experience in Technical Support, Support Engineering, or Engineering-adjacent roles within SaaS environments
  • Strong troubleshooting experience with relational and non-relational databases (MongoDB, SQL)
  • Proven ability to manage and resolve complex technical issues
  • Experience working with support ticketing systems, tools, and escalation processes
  • Strong customer service and communication skills, with the ability to explain complex technical issues clearly and confidently to customers
  • Comfort collaborating with Product and Engineering teams in Agile environments

Preferred Experience:

  • Experience participating in customer calls during high-severity incidents
  • Familiarity with scripting or automation (Python, Ruby, etc.)
  • Exposure to distributed systems, integrations, or data-heavy platforms
  • Experience in Energy, Fuel Supply Chain, or Logistics domains

About capSpire:

At capSpire, our people-first culture is at the core of everything we do. To understand who we are, it’s important to first understand what we’re not: replaceable. Every member of our team is selected thoughtfully and with intention. We believe that finding the right fit matters more than a long list of credentials—and that people come first, titles second.

Because we hire the capSpire way, our team is truly one of a kind. We’ve brought together exceptional talent that collaborates closely to deliver clean, innovative solutions for our clients. This approach has led to meaningful opportunities, including work with many Fortune 500 organizations across energy and commodity markets. Our culture of trust, open communication, and shared success lays the foundation for long-lasting, fulfilling careers—along with a genuine habit of celebrating one another’s wins.

capSpire is a global consulting and solutions firm focused exclusively on commodity-centric businesses. Operating at the intersection of markets, trading, and technology, we help clients solve complex, high-impact challenges through vendor-independent expertise and deep credibility in trading technology. We partner with our clients to define the right problems early, make better decisions faster, and translate strategy into executable change.

Consistently recognized as a Great Place to Work, we’re proud of a culture built on trust, autonomy, and professional growth. We invest in people who want to build something meaningful—clients, teams, and practices—not just deliver projects.

In addition, we offer:

  • Competitive Salary Package
  • Training and Development to help propel your career
  • Generous Holiday Allowance
  • Reward and Recognition Program

 

 

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