Expert-Level Support Engineer

Job Title : L3 Support Engineer

Job Summary :

The L3 Support Engineer provides expert-level technical assistance and resolves complex issues for clients. Working closely with customers, internal teams, and development engineers, you will ensure timely problem resolution and contribute to improving product usability. We seek a skilled professional to deliver advanced support, maintain product performance, and enhance customer satisfaction.

Roles & Responsibilities :

• Provide effective customer service by leveraging in-depth knowledge of company products.
• Collaborate with cross-functional teams to exceed customer service expectations.
• Troubleshoot installation and testing issues across various programming languages and build environments.
• Escalate issues to the R&D team and Support Manager based on severity, ensuring timely communication with customers regarding status and resolution.
• Share technical expertise and best practices with customers and internal support teams to foster continuous learning.
• Develop and maintain a knowledge base of known issues, workarounds, and solutions to improve resolution efficiency.
• Collect and relay customer feedback on features, bugs, and enhancements to the Product team.

Required Experience :

Required Technical Skills :

Required Soft Skills :

Nice to Have :