Senior Technical Support Engineer (L3/L4/L5)

Lead resolution of complex technical issues escalated from L1/L2 teams, ensuring minimal downtime. Conduct root cause analysis and implement permanent fixes for recurring problems. Collaborate with cross-functional teams to enhance system performance and reliability. Develop and maintain comprehensive documentation for troubleshooting procedures. Provide mentorship and training to junior support engineers. Manage critical incidents, ensuring timely and effective resolution. Evaluate and recommend improvements to existing support processes and tools. Ensure adherence to service level agreements and company policies.