Tier 3 – Support Engineer (Middle) IRC285857

Description

Project Description
We are redefining the standard of care in mental health. Our platform empowers clinicians by automating administrative burdens—such as note-taking and compliance auditing—using cutting-edge AI and real-time audio analysis. By bridging the gap between clinical sessions and actionable data, we allow providers to focus on what matters most: the patient.

It uses a Chrome extension to capture session data and scrape information from clinical interfaces, which is then processed through a Django backend and Flask-based AI microservices. The system handles real-time data orchestration via Kafka and complex batch workflows with Airflow. Security and identity are managed via Auth0 and Cloudflare WAF. You will investigate technical issues across this entire stack, including browser-level scraping failures, API errors, and event-driven processing delays.

 

About the Role
The Tier 3 Support Engineer acts as the highest technical escalation point between our customer-facing teams and the R&D department. This role is designed for a technical “detective” who can perform deep-dive investigations into complex issues involving AI note generation, audio processing, and cloud infrastructure. You will be part of a dedicated technical squad (3-4 engineers) ensuring the stability of our clinical tools during US peak hours.

Requirements

Technical Requirements
A technical person overall with QA mindset to be able to isolate client issue
Strong troubleshooting skills with a methodical approach to troubleshooting “edge case” bugs in a fast-paced startup environment.
Ability to debug REST APIs using Postman and inspect network traffic/DOM issues via Chrome DevTools.
Proficiency with Datadog or Grafana for analyzing metrics and system alerts. Experience with tracing application flows in Kibana, Sentry, or similar log aggregation tools.
Basic SQL proficiency for data investigation (joining tables, filtering session records).
Basic skills in Python or Bash for troubleshooting automation is a big advantage.
Ability to understand complex architectures involving Kafka events, Django backends, and React frontends.
Strong communication skills with an excellent English (written and verbal) for high-stakes internal and external coordination.
Ability to quickly master new AI-driven features and health-tech compliance standards.

Job responsibilities

Responsibilities
Serve as the final technical escalation point for issues that Tier 1 and 2 teams cannot resolve. Commitment to maintaining coverage during critical US business hours. (ET timezone).
Build and maintain a strong understanding of product and architecture.
Perform root cause analysis on complex product failures, identifying if issues are localized, cloud-based, or AI-related.
Reproduce reported bugs in staging environments and provide detailed technical handovers to the Dev and QA teams.
Monitor system health and performance using real-time dashboards to identify widespread service degradations.
Execute SQL queries to verify data integrity and trace session lifecycles.
Use scripting to automate log parsing or repetitive troubleshooting tasks.
Maintain clear communication with both technical R&D teams and non-technical customer success managers.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.