L3 Support Engineer

Key Responsibilities

Incident Leadership & Escalation Governance

• Act as technical incident commander for P1 critical incidents, driving action tracking, stakeholder alignment, and resolution.

• Deliver structured Root Cause Analyses (RCA) with clear findings, contributing factors, and preventive actions.

• Ensure SLA compliance during high-severity escalations and provide executive-level client updates when required.

• Anchor the L2 function by setting resolution standards, driving cross-team accountability, and reducing unnecessary escalation ratios.

Technical Ownership & Deep Analysis

• Apply expert-level SQL and deep troubleshooting skills to resolve the most complex technical and functional issues across the Logile Platform.

• Manage small-scope development tasks and hands-on system issue fixing, working directly with Engineering to implement targeted fixes and contribute to platform stability.

• Handle complex SQL Queries (FQs) and configuration challenges that cannot be resolved at L1.

• Unix/Linux Command Proficiency: Hands-on experience with executing and troubleshooting using basic Unix/Linux commands.

• Ability to navigate file systems, analyze logs, monitor system performance, and perform basic operational tasks in a Unix/Linux environment.

• Understand and navigate architecture-level application flows, including complex integrations, APIs, and batch job pipelines.

• Review and validate complex integrations, guiding Data Engineering teams with structured, reproducible findings.

• Build tools and scripts to automate support functions, improving team efficiency and reducing manual overhead.

Process Improvement & Support Governance

• Define and drive improvement in resolution standards across the support organisation.

• Lead initiatives to improve the overall L2 capability uplift and reduce the escalation ratio to L3 and Engineering.

• Create and maintain advanced documentation of support processes, architectural findings, and best practices.

• Proactively identify systemic risks and contribute to support strategy and tooling decisions.

Client & Stakeholder Engagement

• Serve as the technical Single Point of Contact (SPOC) for high-visibility enterprise accounts.

• Translate complex technical findings into clear business impact communication for enterprise clients and executive stakeholders.

• Maintain client trust and escalation stability during high-pressure incidents.

Mentorship & Team Development

• Mentor and coach L1 and L2 Support Engineers, strengthening the team’s technical depth and troubleshooting capability.

• Conduct structured knowledge-transfer sessions and contribute to internal training programs.

• Collaborate with Engineering, Product Management, and other departments to facilitate cross-functional issue resolution.

Job Location & Schedule

• This is an onsite role at the Logile Bhubaneswar Office.

• The selected candidate must be available to work with meaningful overlap with US working hours.

• Schedule Flexibility & Overnight Support: Must be available to work a highly flexible schedule, including nights, weekends, and holidays, to support a 24/7 global help desk. The primary shift will align with overnight hours in India — typically 5:30 PM to 2:30 AM IST — to overlap with U.S. business hours (8:00 AM to 5:00 PM Eastern) and may vary based on operational needs.

Qualifications

• 8 to 15 years of experience in a technical support, application support, or software engineering role with a strong techno-functional focus.

• Engineering degree with a focus on computer science, software engineering, or information systems; coursework or electives in programming, system architecture, or compliance is strongly preferred.

• Equivalent practical experience in a software engineering or technical support role will be considered.

• Expert-level SQL skills and deep experience with database investigation and complex query analysis.

• Demonstrated ability to lead critical incident management (P1/P2), including driving technical bridges and delivering structured RCAs.

• Strong understanding of enterprise application architecture, APIs, integrations, and batch processing workflows.

• Proven track record of reducing MTTR, escalation ratios, and repeat incident rates.

• Experience building automation tools or scripts to improve support efficiency (Python, Java, R, or similar languages is a plus).

• Excellent communication skills — written and verbal — with the ability to present technical findings to executive stakeholders.

• Ability to act as technical SPOC for strategic enterprise clients and handle high-visibility account management.

• Strong mentoring and coaching capabilities, with experience developing junior and mid-level support engineers.

• Experience with enterprise ticketing systems and support tools is required.

• Certifications in relevant software, ITIL, or IT support frameworks are a plus.