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Technical Support Engineer (L-3)

Technical Support Engineer (L-3)

RemoteStarVapi, Republic Of India, IN
15 hours ago
Job description

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.
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    Technical Support Engineer • Vapi, Republic Of India, IN