Backend Engineer((L3 Tech Support)
Software Engineering, IT, Customer Service
Bengaluru, Karnataka, India
About Easyship:
Easyship is one of the world’s leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we’ve been on a mission to democratize logistics by removing the “black box” of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single “mission control” for global trade, offering access to 550+ courier services across 200+ destinations.
We are an award-winning, global team (Forbes 30 Under 30, TechInAsia’s Best Startup) with offices in London, New York, Hong Kong, and beyond. We’re growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you’re ready to solve complex problems at scale, we’d love to have you join us.
Who We're Looking For:
Easyship's platform handles millions of shipments across 200+ destinations, integrating with hundreds of carriers and processing complex tax, duty, and logistics calculations in real time. Keeping that system stable and reliable isn't just an engineering problem — it's a customer experience problem. That's where you come in.
As our L3 Support Engineer, you'll be the senior technical escalation point sitting between our support teams and engineering. When complex issues land on your desk, you investigate them deeply, identify root causes, and work with engineering to make sure they don't come back. You'll also be building the tools and processes that make the whole support function sharper — from monitoring and alerting to documentation and automation.
This is a full-time, onsite role based in our Bangalore office (Monday to Friday). Working hours are flexible across APAC and European time zones, reflecting the global nature of our customer base and internal teams.
What You'll Be Responsible For:
- Investigate and resolve complex technical issues escalated from L1 and L2 support teams
- Participate in on-call rotation to ensure continued platform coverage and incident response
- Collaborate with engineering to identify, document, and fix recurring platform issues at the root cause level
- Build tools, scripts, and automation to improve troubleshooting efficiency across the support function
- Maintain and improve logging, monitoring, and alerting systems to surface issues proactively
- Document resolutions, processes, and best practices to build institutional knowledge
- Own and develop knowledge base articles that empower L1 and L2 teams to resolve more independently
- Work closely with product and engineering to ensure customer-reported issues translate into meaningful platform improvements
You Might Be a Good Fit If…
- You have 3+ years of experience in a technical support or software engineering role, handling production-level incidents
- You have strong troubleshooting skills across backend web applications, APIs, and cloud infrastructure
- Experience working with AI tools
- You're experienced with relational databases (PostgreSQL, MySQL) and Elasticsearch
- You're familiar with containerisation (Docker, Kubernetes) and cloud platforms (GCP, AWS, or Azure)
- You have solid knowledge of logging, monitoring, and alerting tools such as Prometheus, Grafana, or Datadog
- You communicate clearly and can work effectively across engineering, product, and support teams
- You're a proactive problem-solver who enjoys getting to the bottom of complex, ambiguous issues
- Nice to have: proficiency in Ruby on Rails or a similar backend framework
If you're excited about this role but don't meet every requirement, we'd still love to hear from you.
What We Bring to the Table as an Employer:
- Generous remuneration and stock units
- Comprehensive health coverage
- We reimburse gym and wellness expenses so you can invest in your health
- Zomato digital meal credits and a pantry full of wholesome snacks to keep you fuelled through the workday
- The freedom to 'Work from Anywhere' for 4 weeks in a year
- Generous vacation policy, plus duvet days and mental health days to truly recharge
How we value inclusion in our recruitment practices:
Easyship is an equal opportunity employer. We make all employment decisions — recruiting, hiring, pay, benefits, training, promotion, leave, and separation — based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.
Headquartered in London with offices in New York, Hong Kong, Bangalore, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!
Don’t take it from us, take it from Cristina. One of our longest serving backend engineers.