Trax - Level 3 Product Technical Support - Rotational Shifts

About the role

The Supervisor, Client Services provides Level 3 product technical support for Trax. The role independently owns complex and business-critical client issues that require deep application, platform, integration, database, and infrastructure analysis. It combines hands-on technical troubleshooting, incident leadership, client communication, cross-team coordination, mentoring, and continuous improvement.

What you'll do

• Own complex Trax incidents and service requests from technical assessment through restoration, resolution, workaround, or effective escalation
• Provide Level 2 investigation for application, integration, interface, messaging, database, operating system, middleware, container, cloud
• Analyze application and system logs, SQL data, configuration, process status, performance evidence, network connectivity, interfaces, batch activity
• Assess business impact and technical severity, lead incident troubleshooting, manage escalations, and maintain accurate client and stakeholder communication
• Coordinate with Engineering, Product Management, Professional Services, Cloud/Hosting, Database, Network, Security, and third-party teams to deliver end-to-end outcomes

What you need

• Troubleshooting
• Linux
• Windows
• ServiceNow
• SQL
• Network security
• B.Sc or B.Tech or B.E. or BCA

Good to have

• ITIL
• Shell scripting
• Python
• Treasury
• Java
• Kubernetes