L3 Support Engineer (Mendix)

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…