Senior Technical Support Engineer Level 3

Location: Bangalore, India

ROLE OVERVIEW

As an L3 Technical Support Engineer, you will be responsible for handling and resolving high-complexity technical issues and escalations that require advanced knowledge and experience. You will act as the final point of escalation in the support chain, collaborating with L1/L2 teams, engineers, and developers to ensure the highest levels of technical support, service reliability, and customer satisfaction.

This role supports customers across India, South-East Asia (SEA), Middle East & Africa (MEA), and the United States requiring flexibility to engage across multiple time zones and cultural contexts.

RESPONSIBILITIES

- Analyse, diagnose, and resolve complex software, application, and infrastructure issues including backend services, APIs, and distributed systems.
- Take ownership of escalated tickets and resolve them within SLAs. Manage root cause analysis (RCA) for recurring issues and work to eliminate them permanently.
- Work with Engineering, QA, and Product Development teams to escalate and resolve product-related issues, identify system bugs, and validate fixes.
- Read, understand, and trace Java-based application code to identify the source of issues, assist with log analysis, and communicate findings to the engineering team.
- Use version control (Git) to review code history, compare versions, identify recent changes that may have introduced issues, and collaborate on hotfix branches.
- Leverage Azure cloud capabilities (monitoring dashboards, resource health, App Insights, Log Analytics) to investigate infrastructure and application-level issues.




- Write and maintain scripts (Python, Bash, or similar) to automate repetitive support tasks, diagnostics, and operational workflows reducing manual effort and ticket resolution time.
- Query and analyse data from PostgreSQL and other RDBMS/NoSQL databases to investigate data integrity issues, trace transaction flows, and support customer escalations.
- Collaborate with the DevOps team to maintain healthy infrastructure, including container orchestration, deployments, and CI/CD pipelines.
- Document troubleshooting steps, resolutions, and best practices for complex issues and contribute to the internal knowledge base.
- Maintain clear and proactive communication with customers on escalated issues, provide regular updates, and ensure high customer satisfaction.
- Mentor L1/L2 team members to improve technical knowledge and troubleshooting skills.

QUALIFICATIONS

- 4+ years of strong working experience in technical support, preferably in L3 or equivalent roles.
- Bachelor s degree in Computer Science, Information Technology, or a related field.
- Ability to read, understand, and debug Java application code and stack traces. Hands-on experience with Java-based backends is a strong advantage.
- Proficiency in Git branching, commit history analysis,



diffs, and pull request workflows.
- Hands-on experience with Azure services including App Services, Azure Monitor, Log Analytics, Application Insights, and Azure Storage. Understanding of cloud infrastructure concepts (VMs, networking, scaling).
- Strong knowledge of PostgreSQL or equivalent RDBMS writing and optimising SQL queries, understanding schema design, and troubleshooting performance issues. Familiarity with NoSQL databases (MongoDB, Redis, or similar) is a must.
- Proficiency in at least one scripting language (Python, Bash, or PowerShell) with demonstrable experience automating recurring operational tasks.
- Familiarity with the Eclipse Vert.x toolkit and its event-driven, non-blocking programming model is a plus.
- Experience with system monitoring and observability tools such as Splunk, Grafana, Prometheus, or similar platforms.
- Experience with ticketing systems such as Jira or equivalent.
- Familiarity with DevOps practices and tools Docker, Kubernetes, CI/CD pipelines.
- Solid knowledge of networking fundamentals (DNS, TCP/IP, HTTP/HTTPS, load balancers) and Linux systems.
- Excellent problem-solving skills with the ability to analyse complex systems and resolve issues efficiently.
- Strong communication and interpersonal skills with a customer-focused approach.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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