Role on Offer: Senior Technical Support Engineer (Level 3)
This position is based in Bangalore. As an L3 Technical Support Engineer, you will be responsible for handling and resolving high-complexity technical issues and escalations that require advanced knowledge and experience. You’ll act as the final point of escalation in the support chain, collaborating with L1 and L2 teams, engineers, and developers to ensure the highest levels of technical support, service reliability, and customer satisfaction.
Responsibilities
- Analyses, diagnose, and resolve complex hardware, software, network, and application issues.
- Take ownership of escalated tickets and resolve them within SLAs. Manage root cause analysis for recurring issues and work to eliminate them permanently.
- Work with engineering, QA, and product development teams to escalate and resolve product-related issues and identify system bugs.
- Document troubleshooting steps, resolutions, and best practices for complex issues and contribute to the company’s internal knowledge base.
- Collaborate with DevOps team to maintain healthy infra.
- Maintain clear communication with customers on escalated issues, provide regular updates, and ensure customers are satisfied with issue resolutions.
- Mentor the team to better the tech knowledge and troubleshooting skills
Qualification
- 4+ years of strong working experience in technical support and L3 roles
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Strong knowledge of operating systems (Windows, Linux), networking (DNS, TCP/IP, VPN), and cloud platforms (Azure preferably).
- Proficiency in database management (Sql, Nosql, Cache servers) and understanding of scripting languages (Python, Bash, PowerShell).
- Experience with system monitoring and ticketing tools such as Jira, Splunk, or similar platforms.
- Familiarity with DevOps practices and tools (Docker, Kubernetes, CI/CD pipelines
- Excellent problem-solving skills, with the ability to analyze complex systems and resolve issues efficiently.
- Strong communication and interpersonal skills with a customer-focused approach.