Company Description

Supy is the operating system designed for restaurant back-of-house workflows, built by experienced operators for multi-branch restaurant groups. Our system helps control costs, streamline operations, and boost profitability by providing full visibility from procurement to production. With real-time insights and deep integrations with POS, ERP, and accounting tools, Supy serves over 2,500 restaurants across 28 countries. We have offices in the UK, Australia, UAE, and Saudi Arabia, and are dedicated to improving efficiency and clarity for every branch.

Role Description

Job Description – L3 Support Engineer

Location: Remote (India)

• Handle escalations from L1/L2 teams with deep technical troubleshooting.
• Diagnose issues using logs, APIs, and databases.
• Document solutions and escalate to engineering when required.

System Monitoring

• Proactively monitor dashboards, alerts, and logs to maintain system health.
• Respond to incidents promptly, engaging engineers when necessary.
• Conduct routine checks on services and production environments.

Collaboration

• Work closely with engineering and product teams to provide clear communication of issues.
• Validate fixes, patches, and new releases before deployment.
• Contribute to internal knowledge base and support documentation.

Requirements

Technical Background

• Strong fundamentals in software engineering or IT systems.
• Familiarity with Supy’s stack: Node.js, TypeScript, MongoDB, JetStream, Kubernetes, GCP/AWS.
• Hands-on experience with log analysis, database queries, and monitoring tools.

Mindset

• Curious and eager to learn about large-scale production systems.
• Strong problem-solving mindset with attention to detail.
• Effective communicator across both technical and non-technical teams.
• Nice-to-Haves
• Exposure to incident response or monitoring tools (Grafana, Prometheus, GCP Observability).
• Prior work experience in SaaS or cloud-based environments.
• Basic scripting or automation skills (e.g., Bash, Python).

Growth Path

This role provides a solid foundation in support, monitoring, and reliability, with a career path into:

• Site Reliability Engineering (SRE)
• DevOps Engineering
• Backend Engineering

At Supy, we value growth and provide the opportunity to advance into higher-impact engineering roles as you gain expertise.