L3 Technical Support Engineer

• Analyse, 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.