Tech Specialist – Level 3 API Platform Support

About the role

We are looking for a Tech Specialist (BSL Platform) to provide Level 3 production and platform support for our global API platform. The role involves troubleshooting complex technical issues, managing incidents from detection to resolution, and ensuring platform stability for retail and restaurant customers.

Key responsibilities

• Provide L3 support for the BSL Central API Platform.
• Troubleshoot complex production issues related to APIs, integrations, infrastructure, and platform stability.
• Analyze logs, traces, monitoring alerts, API behavior, and system flows to identify root causes.
• Own incidents from detection to resolution, including critical/P1 incidents.
• Develop workarounds, support hot‑fixes, and coordinate escalations to Engineering/L4 teams.
• Create and maintain automation scripts to improve support processes and operational efficiency.
• Use Python for automation, troubleshooting, and operational tooling.
• Read, analyze, and troubleshoot JSON payloads used in API integrations.
• Support release validation, defect tracking, and post‑incident reviews.
• Document troubleshooting steps, known issues, and solutions.
• Collaborate with L2 Support, Engineering, Product, DevOps, and customers.
• Participate in a 24/7 support model, including on‑call rotations.

Required profile

• 3–5 years of experience in L3 Production Support, Application Support, or Platform Support.
• Mandatory background in retail or restaurant systems.
• Strong troubleshooting skills across REST APIs, application logs, monitoring tools, networking, DNS, and load balancers.
• Experience with incident management and root‑cause analysis.
• Ability to work in a 24/7 environment and participate in on‑call rotations.
• Excellent written and verbal communication skills.

Required skills

• Python scripting and automation.
• JSON payload analysis.
• SQL for data validation and troubleshooting.
• REST API concepts and troubleshooting.
• Monitoring and logging tools.
• Networking fundamentals (DNS, load balancers).
• Incident management and RCA processes.