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 :