Website:
ithina.com
Job details:
Job Description
Level 2 & Level 3 Support Engineer – Ithina India Pvt. Ltd.
Location: Gurgaon
About Ithina
Ithina is building the AI operating layer for physical commerce and industrial operations.
Through the recent acquisitions of Displaydata (UK), Agile Display Solutions (US), and Altierre (Europe), Ithina has formed one of the world’s largest intelligent edge execution networks, with over 50 million connected endpoints deployed globally across retail, manufacturing, and warehouse environments.
By combining AI intelligence, IoT infrastructure, and real-time execution capability, Ithina enables enterprises to sense what is happening across physical operations, decide the optimal course of action, execute instantly through connected infrastructure, and continuously learn from outcomes.
This unique closed-loop capability positions Ithina at the intersection of AI, enterprise software, and real-world operational infrastructure.
Role Overview
The Level 2 & Level 3 Support Engineer is responsible for providing advanced technical support for customer-facing production environments, acting as both the primary technical support resource and the escalation point for complex issues that cannot be resolved through customer self-service channels or automated support systems.
The role combines hands-on troubleshooting, incident management, root-cause analysis, and close collaboration with Product, Engineering, and DevOps teams to ensure timely resolution of customer issues and continuous service improvement. All support activities are delivered remotely and require strong technical expertise, customer communication skills, and ownership of issues through to resolution.
Key Responsibilities
- Provide Level 2 and Level 3 technical support for customer issues across hardware, software, applications, databases, and networked systems.
- Act as the primary escalation point for complex technical issues that cannot be resolved through customer self-service or automated support channels.
- Diagnose, troubleshoot, and resolve advanced system, application, database, and network issues in production environments.
- Analyse logs, metrics, system performance, and application behaviour to identify root causes and implement corrective actions.
- Work closely with Engineering, Product, and DevOps teams to investigate defects, support new releases, patches, and feature rollouts.
- Create and maintain support knowledge base articles, troubleshooting guides, and customer-facing support guidance.
- Provide remote technical guidance and assistance to customers during troubleshooting, upgrades, configuration changes, and operational issues.
- Assist customers with system configuration, issue resolution, and best-practice use of Ithina solutions.
- Contribute to post-incident reviews, root-cause analysis (RCA), and continuous service improvement initiatives.
- Ensure incidents, service requests, and problem records are managed and resolved within defined SLAs and SLOs.
- Maintain accurate case records, troubleshooting notes, and resolution details within support systems.
- Participate in on-call and escalation rotations as required.
- Collaborate with cross-functional teams to improve product supportability, operational processes, and customer experience.
- Deliver remote knowledge-sharing sessions and technical walkthroughs for customers when required.
Required Skills & Experience
Technical Expertise
- Proven experience in Technical Support, Systems Engineering, Application Support, or a similar customer-facing technical role.
- Experience handling Level 2 and Level 3 support activities in production environments.
- Strong troubleshooting experience with Windows and Linux operating systems.
- Advanced understanding of TCP/IP networking, DNS, DHCP, routing, firewalls, and VPNs.
- Ability to query and analyse data using SQL for troubleshooting and diagnostics.
- Working knowledge of scripting or programming (e.g., Python, Bash, PowerShell OR similar).
- Familiarity with SaaS platforms, distributed systems, cloud environments such as GCP & Azure, or enterprise software deployments.
- Experience supporting customer-facing production environments is essential.
- Experience supporting IoT devices, edge networks, or hardware-to-software communication layers"
- Familiarity with containerized environments (Docker, Kubernetes) and modern microservices architecture to troubleshoot application deployment issues."
Tools & Processes
- Experience with ticketing and CRM systems (e.g., Salesforce or equivalent).
- Understanding of ITIL concepts and structured incident, problem, and change management processes.
- Experience creating or maintaining support knowledge base content is desirable.
- Ability to work effectively within SLA-driven support environments.
Soft Skills
- Excellent written and verbal communication skills.
- Ability to explain complex technical concepts to technical and non-technical audiences.
- Strong ownership mentality and ability to manage multiple high-priority issues simultaneously.
- Self-motivated, detail-oriented, and highly collaborative.
- Strong customer focus and commitment to service excellence.
Education & Certifications (Preferred)
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
- ITIL certification (Foundation or higher preferred).
- Relevant technical certifications are a plus.
Click on Apply to know more.