L3 Support Engineer

🕒 September 15

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gravitate

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚡ Energy

☁️ SaaS

📦 Logistics

💰 Corporate round on 2024-08

Energy • SaaS • Logistics

Gravitate is an AI-native software platform that connects and optimizes the refined fuels supply chain. It provides real-time supply optimization, autonomous dispatch, a transportation management system purpose-built for fuel haulers, an integration hub (Crossroads) for sharing inventory/orders/ETAs across refiners, terminals, carriers and retailers, an online selling platform for bulk fuel, and a rules-based pricing engine. Gravitate's products aim to automate sourcing, pricing, freight billing and dispatch workflows so fuel operators capture more margin and reduce manual coordination.

📋 Description

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

🎯 Requirements

• 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, including MongoDB and SQL • Proven ability to manage and resolve complex technical issues • Experience 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 • Experience participating in customer calls during high-severity incidents (preferred) • Familiarity with scripting or automation such as Python or Ruby (preferred) • Exposure to distributed systems, integrations, or data-heavy platforms (preferred) • Experience in Energy, Fuel Supply Chain, or Logistics domains (preferred)

🏖️ Benefits

• Fully remote work arrangement • Open communication • Trust in one another • Opportunities for long-lasting, successful careers • Team recognition and appreciation • Work with many Fortune 500 clients