[Hiring] Level 3 Platform Support @Flexspring

Role Description

As our L3 Platform Support, you will resolve the most complex escalated issues on Flexspring's integration platform; diagnosing whether anomalies originate from internal defects (our code, configuration, BPMN process logic) or from external sources (client data, third-party systems, connector behavior). You will work closely with our Integration Support/Platform engineer lead to write fixes, patch scripts, and bring deep BPMN and connector expertise to bear on escalated tickets, ensuring production integrations run reliably for our clients.

What You'll Do

• Investigate and resolve escalated (L3) production bugs, integration anomalies, and deep-level integration failures reported by clients, internal users, or monitoring alerts.
• Analyze BPMN process flows and connector logic to pinpoint root cause and determine whether an issue originates internally (Flexspring code/config) or externally (client data, third-party API/system behavior).
• Write integration fixes and patch scripts to resolve escalated issues.
• Work all L3/production issues exclusively through the Jira ticket queue, coordinating with the QA & Incident Manager who dispatches and prioritizes incoming work; no direct/ad hoc troubleshooting requests.
• Collaborate with Cloud Engineering when an issue is determined to be infrastructure-related, and hand off accordingly per the department's escalation rules.
• Maintain and deepen platform-specific knowledge across Flexspring's supported applications and data connectors to speed up future diagnosis.
• Contribute to the on-call rotation for P1 incidents outside business hours, paired with a member of the Cloud Platform team.
• Document root causes and resolutions clearly to build institutional knowledge and reduce repeat escalations.

Benefits

• Work from home with flexible hours.
• 4 weeks of paid vacation annually.
• Comprehensive health benefits package for you and your family.
• Team events and opportunities to connect with colleagues.
• Opportunity to work with cutting-edge technologies.
• Competitive base salary.

Qualifications

• Must Have:
• Bachelor's degree or College Diploma in Information Technology, Computer Science, or equivalent experience.
• Solid understanding of BPMN (Business Process Model and Notation) and process/workflow logic.
• Experience troubleshooting application integrations and API-based data connectors (REST/SOAP, webhooks, file-based transfers).
• Ability to read and debug scripts/code to diagnose and patch integration issues.
• Strong analytical skills with the ability to distinguish internal vs. external root causes under time pressure.
• Comfortable working through structured ticketing/escalation processes (Jira).
• Nice to Have:
• Prior experience with HR, payroll, or business systems integrations (iPaaS environments).
• Scripting experience (Python, JavaScript, or similar) for building fixes and automations.
• Familiarity with cloud infrastructure basics (AWS) to support cross-team escalations to Cloud Engineering.
• Experience in a client-facing or SaaS production support role.