Technical Support Engineer (L-3)

Job Title : Technical Support Engineer

Location : Remote

Job Type : Full-time

This role requires working from 8 : 00 AM to 5 : 00 PM CST (6 : 30 PM - 3 : 30 AM IST)

At RemoteStar , we're currently hiring for one of our clients based in Houston, TX.

About Client :

A fast-growing US-based SaaS company is transforming how energy firms manage operations. Their end-to-end ERP platform streamlines field data, production, finance, land, and compliance, delivering real-time insights and operational efficiency. With a strong client base and innovative tech, they’re redefining digital transformation in the energy and utilities sector.

Role & Responsibilities :

Provide Level 3 support.

Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact.

Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.

Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.

Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.

Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.

Assist in the release of hotfixes or patches in coordination with the development team.

Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.

Share feedback with product and engineering teams regarding product supportability and customer pain points.

Requirements & Qualifications :

5+ years of experience in a technical support role

Strong proficiency in at least one programming language – Ruby, Golang, Python or Javascript.

Solid knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting.

Strong understanding of REST APIs and experience in troubleshooting API-related issues

Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch)

Proven experience in conducting root cause analysis (RCA) and resolving production issues.

Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs).

Excellent communication skills to effectively interact with customers and internal teams.

Ability to work independently and resolve production issues in high-pressure environments.

Previous experience in CST shifts or a support-oriented role is preferred.