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 :

Minimum 8 years of experience in a customer-facing technical role within a software organization.

Fluent in written and spoken English .

Ability to support EU or US time zones based on business needs.

Required Technical Skills :

Advanced proficiency in PHP and Apache-based web applications .

Strong understanding of Linux and Windows operating systems.

Solid experience with containerization technologies ( Docker ).

In-depth knowledge of MySQL and Cassandra database systems.

Hands-on experience with scripting languages , network protocols , and database performance tuning .

Proficient in JIRA for issue tracking and case management.

Required Soft Skills :

Strong ability in remote troubleshooting and system diagnostics.

Excellent written, verbal, and presentation communication skills.

Proven analytical and problem-solving capabilities.

Ability to work independently and collaboratively in cross-functional teams.

Skilled at managing and supporting multiple products and technologies simultaneously.

Nice to Have :

Familiarity with open-source development languages.

Proficiency in Java .

Passion for adopting new and emerging technologies.