L3 Technical Support Engineer

Role Overview :

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 will act as the final point of escalation in the support chain, collaborating with L1/L2 teams, engineers, and developers to ensure the highest levels of technical support, service reliability, and customer satisfaction.

This role supports customers across India, South-East Asia (SEA), Middle East & Africa (MEA), and the United States requiring flexibility to engage across multiple time zones and cultural contexts.

Responsibilities :

- Analyse, diagnose, and resolve complex software, application, and infrastructure issues including backend services, APIs, and distributed systems.

- Take ownership of escalated tickets and resolve them within SLAs. Manage root cause analysis (RCA) for recurring issues and work to eliminate them permanently.

- Work with Engineering, QA, and Product Development teams to escalate and resolve product-related issues, identify system bugs, and validate fixes.

- Read, understand, and trace Java-based application code to identify the source of issues, assist with log analysis, and communicate findings to the engineering team.

- Use version control (Git) to review code history, compare versions, identify recent changes that may have introduced issues, and collaborate on hotfix branches.

- Leverage Azure cloud capabilities (monitoring dashboards, resource health, App Insights, Log Analytics) to investigate infrastructure and application-level issues.

- Write and maintain scripts (Python, Bash, or similar) to automate repetitive support tasks, diagnostics, and operational workflows reducing manual effort and ticket resolution time.

- Query and analyse data from PostgreSQL and other RDBMS/NoSQL databases to investigate data integrity issues, trace transaction flows, and support customer escalations.

- Collaborate with the DevOps team to maintain healthy infrastructure, including container orchestration, deployments, and CI/CD pipelines.

- Document troubleshooting steps, resolutions, and best practices for complex issues and contribute to the internal knowledge base.

- Maintain clear and proactive communication with customers on escalated issues, provide regular updates, and ensure high customer satisfaction.

- Mentor L1/L2 team members to improve technical knowledge and troubleshooting skills.

Qualifications :

- 4+ years of strong working experience in technical support, preferably in L3 or equivalent roles.

- Bachelors degree in Computer Science, Information Technology, or a related field.

1. Java :

- Ability to read, understand, and debug Java application code and stack traces.

- Hands-on experience with Java-based backends is a strong advantage.

2. Version Control :

- Proficiency in Git branching, commit history analysis, diffs, and pull request workflows.

3. Cloud Azure (Preferred) :

- Hands-on experience with Azure services including App Services, Azure Monitor, Log Analytics, Application Insights, and Azure Storage. Understanding of cloud infrastructure concepts (VMs, networking, scaling).

4. Databases :

- Strong knowledge of PostgreSQL or equivalent RDBMS writing and optimising SQL queries, understanding schema design, and troubleshooting performance issues.

- Familiarity with NoSQL databases (MongoDB, Redis, or similar) is a must.

5. Scripting & Automation :

- Proficiency in at least one scripting language (Python, Bash, or PowerShell) with demonstrable experience automating recurring operational tasks.

6. Vert.x (Good to Have) :

- Familiarity with the Eclipse Vert.x toolkit and its event-driven, non-blocking programming model is a plus.

- Experience with system monitoring and observability tools such as Splunk, Grafana, Prometheus, or similar platforms.

- Experience with ticketing systems such as Jira or equivalent.

- Familiarity with DevOps practices and tools Docker, Kubernetes, CI/CD pipelines.

- Strong knowledge of networking fundamentals (DNS, TCP/IP, HTTP/HTTPS, load balancers) and Linux systems.

- Excellent problem-solving skills with the ability to analyse complex systems and resolve issues efficiently.

- Strong communication and interpersonal skills with a customer-focused approach.