Senior Technical Support Engineer — Level 3

About the role

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.

What you'll do

• 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

What you need

• 4–7 yrs of experience
• Troubleshooting
• Networking
• TCP/IP
• Linux
• Java
• Azure
• B.Tech or B.E. or B.Sc or BCA

Good to have

• PostgreSQL
• NoSQL
• CI/CD
• Git
• Python
• Bash