remote

L3 Support Engineer - Full Stack Support - Architecture in Motion

Software Engineer

Senior L3 support engineer responsible for troubleshooting, root‑cause analysis, and prevention of high‑severity incidents in cloud‑based, distributed systems, while designing and improving AI‑driven automation and reliability across applications and infrastructure.

About the role

Job Title

L3 Support Engineer – Agentic AI, Automation & Reliability (Full‑Stack Support)

Role Overview

As an L3 Support Engineer – Agentic AI, Automation & Reliability, you will play a critical role in ensuring the stability, performance, and continuous improvement of AIM’s cloud‑based and distributed systems. Operating as a senior escalation point, you will own high‑severity (P1/P2) production incidents end to end—driving rapid troubleshooting, remediation, root cause analysis, and long‑term prevention across applications, integrations, and cloud infrastructure.

This role goes beyond traditional support. You will actively design, operate, and improve AI‑driven and automated support workflows, including agent‑based ticket triage, LLM‑assisted diagnostics, and self‑healing runbooks. Working closely with global teams and North American stakeholders, you will combine deep technical expertise with strong communication skills to lead major incident bridges, produce clear RCAs, and mentor L1/L2 engineers in adopting automation‑first and AI‑assisted operating practices.

Location

Remote (Pakistan)

Work Hours

8:00 AM – 5:00 PM Eastern Time, with participation in a global on‑call rotation for critical incidents.

About AIM

AIM is a Canadian technology company that helps organizations modernize their systems through advanced API management, cloud engineering, security solutions, and full-stack software development. Our teams work across North America and globally, delivering stable, scalable, and secure digital platforms for enterprise clients.

We take pride in being hands-on, collaborative, and focused on delivering real results for our clients. As we grow, we are expanding our marketing team to strengthen our brand presence and support our next stage of growth.

Core Technical Skills

Strong troubleshooting skills across applications, infrastructure, and integrations, with ownership of P1/P2 incidents end‑to‑end (detection, mitigation, RCA, and prevention).
Solid understanding and practical application of ITIL processes (Incident, Problem, Change Management) in an ITSM tool such as Jira Service Management, ServiceNow, or ManageEngine.
Scripting and automation skills in at least one of: Python (preferred), PowerShell, or Bash, with examples of automating repetitive operational tasks (ticket handling, health checks, log analysis, etc.).
Experience working with APIs (REST, Graph API) and integrating systems and workflows using APIs and webhooks.
Working knowledge of a major cloud platform, preferably Microsoft Azure (compute, storage, networking, identity, monitoring/alerts). Experience with AWS or GCP is acceptable if you are willing to ramp up on Azure.

Agentic AI & Automation Skills

Must‑Have