Digitize Things Inc.
Website:
digitizethings.com
Job details:
1. Role Overview
The Application Support Engineer (L3) is the second-level technical authority within Digitize Things for incidents escalated from the L2 Application Support Analyst. This role is responsible for deep-dive diagnosis of BSS application issues, root cause analysis, fix coordination with the engineering team, change management, problem management, and driving resolution within SLA targets.
The L3 engineer operates as the Incident Manager for P1 incidents and is the primary technical counterpart to client during complex, multi-party incidents.
Role Details
Field
Details
Job Title
Application Support Engineer — L3 (Second-Level)
Reporting To
Service Manager, Digitize Things Inc.
Location
Remote — India Support Centre (IST)
Coverage
Standard: Mon–Fri 9:00 AM–6:00 PM IST | P1 Incident Manager: 24x7 for Premium tenants
Receives From
L1/L2 Application Support Analyst
Escalates To
Engineering / Service Manager
3. Key Responsibilities3.1 Deep-Dive Incident Investigation
• Take ownership of incidents escalated from L1/L2 that require application-level diagnosis beyond standard runbooks.
• Perform in-depth investigation across Apllication BSS modules: order management, product catalogue, subscription lifecycle, billing and invoicing, and workflow orchestration.
• Analyse Apache OFBiz entity engine, service engine, and workflow execution logs to isolate failure points.
• Diagnose Flowable process execution failures — identify stuck, suspended, or errored process instances and determine remediation path.
• Investigate WSO2 Service Bus connector failures, message transformation errors, and API integration chain breakdowns across all eight third-party integrations.
• Analyse RabbitMQ dead-letter queues, identify poison messages, and coordinate message replay or queue remediation.
• Determine root cause ownership: BSS application layer vs. third-party system (Stripe, Vertex, Emnify, NGOSS, NetSuite, Salesforce, BetterTec, Data Lake) vs. AWS infrastructure.
3.2 Incident Management — P1
• Serve as Incident Manager for all P1 incidents — act as the single point of contact for customer from escalation through closure.
• Drive resolution within the P1 target, providing status updates to customer.
• Coordinate emergency changes required to resolve P1 incidents with the shortest possible notice; communicate changes to client as soon as practicable.
• Where root cause lies in a third-party system or AWS layer: promptly notify client, close Digitize Things ticket, facilitate third-party handoff, and work jointly with the vendor or client DevOps to coordinate resolution.
• Reclassify P1 to P2 once a workaround is in place, and track to full resolution per P2 targets.
4. Required Technical Skills4.1 Apache OFBiz — Deep Expertise
• 3+ years hands-on experience supporting or administering Apache OFBiz ERP/BSS deployments in production.
• Deep knowledge of OFBiz entity engine, service engine, Minilang/Groovy service scripts, and workflow components.
• Ability to analyse OFBiz logs, entity data, and service call chains to diagnose failures in order management, product catalogue, subscription, and billing modules.
• Ability to perform controlled configuration changes and coordinate application-level fixes with the engineering team.
4.2 Middleware and Integration — Advanced
• WSO2 — Advanced: ability to diagnose ESB/Enterprise Integrator mediation sequences, API Manager policies, connector failures, and message transformation errors across the Application Service Bus.
• RabbitMQ — Advanced: queue configuration, dead-letter exchange handling, message replay, consumer management, and policy administration.
• REST API — Expert: ability to trace full API call chains, reproduce failures, analyse request/response payloads, and identify integration root causes across all third-party systems.
• File-based integrations — proficient with CDR/CSV exchange debugging 3rd party flows.
4.3 Flowable BPM — Advanced
• Deep working knowledge of Flowable process engine — ability to query process instances, inspect execution state, trigger manual completions, and coordinate with engineering for BPMN-level fixes.
• Ability to identify and resolve stuck, errored, or suspended workflow executions in the Application order and subscription workflows.
4.4 AWS — Functional Depth
• Functional understanding of AWS services: EC2, RDS (log access), S3, CloudWatch, VPC — sufficient for deep cross-team troubleshooting with client DevOps.
• Ability to correlate application-layer symptoms with infrastructure metrics (CPU, memory, I/O, network) during incident investigation.
• Note: infrastructure management remains with client. AWS depth here is for application-layer diagnosis and capacity insight only.
5. Required Qualifications
• 3–6 years of experience in application support, managed services, or BSS/OSS platform engineering.
• Working experience with at least two of: Apache OFBiz ,WSO2, RabbitMQ, Flowable.
• Strong REST API troubleshooting skills with experience tracing multi-system integration failures.
• Experience authoring Root Cause Analysis reports and managing problem records in an ITIL-aligned model.
• Experience with change management in a managed services or SaaS environment.
• Familiarity with AWS services sufficient for cross-team troubleshooting.
• Excellent written and verbal English communication skills — primary support language per Schedule 1.
• Ability to work IST business hours and serve as P1 Incident Manager on 24x7 on-call rotation.
Preferred Qualifications
• Experience in telecom BSS/OSS environments, SIM/eSIM management, or IoT connectivity platforms.
• Prior experience coordinating support across multi-tenant, multi-jurisdiction SaaS platforms.
• Hands-on exposure to Stripe, Vertex, or NetSuite integrations in a support or implementation capacity.
• ITIL Intermediate or Practitioner certification.
• AWS Certified Developer or SysOps Administrator.
• Experience in data migration projects covering customer, contract, and product data.
6. Out of Scope for This Role
• AWS infrastructure management, networking, security group configuration — owned by client DevOps.
• Direct end-customer support — client is the single point of contact for all end customers.
• Third-party system ownership during incidents — Digitize Things coordinates but does not own other third-party systems.
• On-site support — all support is delivered remotely from the India centre unless separately agreed.
7. Working Model
• Standard hours: Monday–Friday, 9:00 AM–6:00 PM IST, excluding Indian public holidays.
• Serves as Incident Manager on 24x7 P1 on-call rotation for Premium Support tenants.
• All external communications in English; all timestamps in UTC.
Participates in quarterly operational review meetings with client.
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