Orangeleaf Consulting is looking for an experienced L3 Support Engineer to lead the resolution of complex application issues and small change requests for our Mendix client portfolio, while owning the client relationship, budget, and SLA commitments end-to-end.
What Do We Do?
We develop complex enterprise applications at lightning speed without writing code, utilizing the Mendix Low-Code Platform by Siemens. We support enterprises in Southeast Asia in realizing their digital innovation goals by developing systems 10x faster than with traditional tools.
What's Mendix?
Mendix is the global market leader in the low-code market, which has quickly spread through Europe and the US and Asia and is in the process of being adopted by the majority of businesses worldwide. Gartner estimates that by 2025, 70% of new applications developed by enterprises will use no-code or low-code technologies.
About the Role:
As an L3 Support Engineer, you will be the senior technical owner of our managed support engagements, investigating and fixing bugs, making code-level changes in Mendix, deploying to production, and delivering small change requests for our clients. You will act as the primary point of coordination between the client and our internal delivery team, ensuring every ticket is scoped accurately, communicated clearly, delivered within budget and SLA, and deployed without disrupting the client's project team.
This role requires hands-on development skills (preferable with Mendix) combined with the judgement and communication needed to manage client expectations, budgets, and approvals directly.
Responsibilities:
- Serve as the senior (L3) escalation point for application incidents and change requests that require code-level fixes on the Mendix Low-Code Platform.
- Perform thorough investigation and root cause analysis of reported issues, and design and implement code changes to resolve bugs and deliver small change requests (CRs).
- Coordinate and execute deployments of fixes and changes, ensuring releases do not disrupt the client's ongoing project team, timelines, or environments.
- Provide accurate effort estimation for each fix or change request, and flag early, with clear, valid justification to the client, whenever additional budget is required before proceeding with further work.
- Track budget consumption against each client's approved support budget and manage the client approval process for any additional budget needed.
- Ensure tickets are investigated, estimated, and always completed within the agreed SLA and within approved budget.
- Work closely with clients through constant, proactive communication, providing regular status updates, clarifying requirements, and following up until each ticket is closed.
- Provide timely and transparent updates to internal stakeholders (Professional Services leadership, project teams, consultants) on ticket status, budget, and risks.
- Log, track, and manage support tickets through the company's ticketing system, keeping records of effort, budget, and approvals up to date.
- Perform root cause analysis for recurring issues and recommend permanent solutions to reduce repeat tickets.
- Work closely with Software Engineers and Consultants on more complex technical problems.
- Support application deployments, testing, and post-release verification for both fixes and change requests.
- Execute system health checks, routine maintenance, and preventive support activities.
- Prepare documentation, change logs, and knowledge base articles for fixes and change requests delivered.
- Escalate critical issues appropriately while ensuring proper follow-up until closure.
- Continuously identify opportunities to improve support processes, budget governance, and customer satisfaction.
Requirements:
- Minimum Bachelor's Degree in Computer Science, Software Engineering, Information Technology, or a related field.
- 3+ years of experience in Application Support, Software Development, or IT Operations, including experience making code-level fixes and changes.
- Hands-on experience developing and troubleshooting applications on the Mendix Low-Code Platform is required.
- Proven experience coordinating and executing application deployments in a live client environment.
- Excellent communication skills in English, with demonstrated ability to manage client relationships and communicate technical matters to non-technical stakeholders.
- Experience tracking budgets, effort estimates, and approvals for support tickets or change requests.
- Strong analytical and problem-solving abilities, with the ability to perform thorough investigation and accurate effort estimation.
- Solid understanding of databases (SQL) and PostgreSQL is an advantage.
- Strong understanding of REST APIs, web applications, and client-server architecture.
- Some degree of cloud platform knowledge is an added advantage.
- Experience using ticketing systems such as Jira, Freshservice, Zendesk, or ServiceNow is preferred.
- Strong customer service mindset with excellent interpersonal and stakeholder management skills.
- Ability to prioritize multiple tickets and coordinate across clients in a fast-paced environment.
- Strong sense of ownership, accountability, and SLA and budget discipline.
- Independent, proactive, and eager to continue developing technical and client-facing skills.
- Punctuality is a must.
Offer
We offer a challenging role where you will take ownership of client relationships and technical delivery for our Mendix managed support engagements. You will work closely with enterprise clients and our project teams, with growth opportunities, challenging assignments with a lot of freedom, and a good salary.
About Orangeleaf Consulting
Orangeleaf Consulting is a multinational company that provides digitization and technology innovation consultancy services and custom software system development based on the low-code software development platform Mendix. Mendix enables software development that is up to 10 times faster than traditional software programming.
Both consultancy and development services help customers to optimize business processes by utilizing the latest technological developments to extend or improve their business. This can be realized by applying existing technology to an organization or developing tailor made software that fits the client organizations needs.
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