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Sustaining Engineer – Level 3 (QB-SE-20241007)

Remote: 
Full Remote
Contract: 
Fixed term
Work from: 
United States

Offer summary

Qualifications:

Strong technical project management background, Experience with APIs and microservices architecture, Knowledge of HTTP request/response cycle, Linux and Windows operating systems familiarity, Critical problem solving and troubleshooting abilities.

Key responsabilities:

  • Handle escalated issues from support teams
  • Deliver exceptional escalated support experiences
  • Provide best practices and coaching for REST API
  • Investigate and troubleshoot customer platform issues
  • Create comprehensive guidance materials for users
Celara logo
Celara
51 - 200 Employees
About Celara
Celara transforms your vision into reality by building elite near-shore technology teams with CTO-level expertise. Specializing in machine learning, enterprise software, and product development, Celara is dedicated to driving innovation through high-performance teams tailored to the unique needs of our ambitious clients. At Celara, we are more than just a service provider; we are technologists, entrepreneurs, and innovators deeply invested in your success. We build and foster elite teams aligned with your most ambitious goals. Our approach mirrors that of a CTO—focused on people, talent, structure, systems, and innovation. We are your partners in innovation, bringing deep technical expertise and a relentless drive to push the boundaries of what’s possible. We thrive on turning complex challenges into solutions, working side by side with your team to transform bold ideas into impactful realities. Ideal for: - VC-backed companies needing top talent to fuel growth - Established enterprises seeking more affordable elite technology professionals - Organizations requiring scalable tech teams with embedded strategic guidance Join us on this journey of growth and innovation. Let's transform your visions into reality together.
See more Celara offers

Job description

We are looking for ambitious and talented engineers with a strong technical background who are looking for an opportunity to have a huge impact and be part of a growing team in a fast-moving, exciting, and entrepreneurial space.

Candidates with a strong technical project management background and experience interviewing, mentoring, and managing teams could be good fits.

Responsibilities
  • Handling escalated cases (issues) from the Level 1 & 2 Support teams.
  • Handling escalated issues and/or inquiries from the Solutions Design and Implementations team(s).
  • Deliver an incredible escalated support experience that minimizes time to resolution and builds trust and enhances our relationship with our clients.
  • Provide support, and best practices advice for users of our REST APIs, coaching locations to get the most value out of their implementations.
  • Provide support for menu programming and database questions, inquiries, and issues.
  • Providing feedback for the Product teams in regard to discovered software faults (bugs) and suggesting areas of improvement (feature requests).
  • Interact with business customers by phone and email to assist them in supporting the applications and features.
  • Investigate and troubleshoot application level internal and external customer issues related to their platform(s).
  • Understand customer business needs and goals for their platform.
  • Create conceptual, how-to, and reference topics for APIs.
  • Gain expert knowledge of our partners API platforms to provide clear written guidance and instructions to customers on how to use each feature.

    • Requirements
  • Point-of-Sale or APi Integration design or troubleshooting experience: (Preferred)
  • Demonstrate knowledge of APIs, microservices architecture, infrastructure, data architecture, security, and new technologies with clear expertise in one or more of these areas.
  • Knowledge of the HTTP request/response cycle and troubleshooting common API issues.
  • Knowledge of Linux.
  • Familiar with Windows operating systems, peripheral network devices, and iOS/Android mobile devices.
  • Ability to work both independently and with various levels of the organization, including technical and non-technical team members.
  • Critical problem solving and sophisticated troubleshooting to drive resolution to technical issues.
  • Strong presentation, documentation, communication and influencing skills for working with less-technical business partners and customers.
  • Willingness to experiment, innovate and seek resources to learn, grow and find solutions.

    • Other Requirements
  • Work Remotely: Yes (Including outside of the US)
  • Travel: Yes (When needed)
  • Experience working with POS systems is a plus.

    • Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Apple IOSDocumentation GenerationAndroid (Operating System)Data ArchitectureMicroservices DevelopmentPeripheral DevicesSystem Level TroubleshootingAPI ManagementMicrosoft Operating SystemsIT InfrastructureLinuxProject ManagementPersonal SecurityAPI DesignPresentation Training

    Other Skills

    • Troubleshooting (Problem Solving)
    • Verbal Communication Skills
    • Critical Thinking
    • Influencing Skills
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