JOB DESCRIPTION

Level 3 Support Engineer

INCIDENT RESPONSE & DIGITAL FORENSICS PLATFORMPositionLevel 3 Support EngineerLocationRemoteEmployment typeFull-time,Working hoursStandard business hours & on-call requirement.ABOUT THE ROLE

We build and deliver an incident response case management and digital forensics platform. Customers use it to run investigations end to end: opening a case, uploading triage packages, parsing raw artifacts into structured records, enriching data and detecting indicators of compromise, hunting across indexed evidence, and producing publish-ready incident reports.

The platform is deployed on-premise as a containerized stack — a web UI, a Python API backend, a reverse proxy, a cache and message broker, asynchronous task workers, a search and indexing engine, and a relational database, orchestrated with Docker Compose. Because it runs inside the customer's own environment, this role sits at the deepest point of technical resolution before an issue reaches engineering.

Our customers run their own first- and second-line support,



so issues arrive already triaged. What reaches you is what their teams could not solve — deep platform behaviour, parsing failures, performance problems, and defects. You will own these end to end: reproducing them, reading logs across containers, tracing failures through the stack, and either resolving them directly or handing engineering a fully diagnosed defect.

Support is the priority. When there is no active ticket queue, your secondary focus is developing current artifact parsers in Python — extending what the platform can ingest and making the next round of investigations faster.

KEY RESPONSIBILITIES

Escalation Support (Primary)
• Act as the technical owner for issues escalated by customer support teams and platform administrators, driving each to resolution within agreed service levels.
• Diagnose failures across the full stack: API errors, asynchronous task failures, queue and broker behaviour, search index

📌 Level 3 Support Engineer (India)
🏢 Clarigo Infotech Private
📍 India