L3 Support PHP

Job Summary :

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

Job Description :

Provide effective customer service by leveraging in-depth knowledge of company products.

Collaborate with cross-functional teams to surpass customer service expectations.

Troubleshoot installation and testing issues across various programming languages and build environments.

Escalate issues to R&D team and the Support Manager based on severity, ensuring timely communication with customers regarding the status and resolution progress.

Share technical expertise and best practices with both customers and the support team, fostering a culture of continuous learning.

Develop and maintain an extensive knowledge base of known issues, workarounds, and solutions to enhance the efficiency of issue resolution.

Collect customer feedback on features, bugs and other areas of importance and deliver this information to our Product team.

Required Experience :

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

Fluent in written and spoken English

Flexible to support EU or US time zones

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 database systems, including MySQL and Cassandra.

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

Proficient in using JIRA for issue tracking and case management.