Technical Support Engineer L1/L2/L3 (Cloud & Linux)

Cloud Technical Support Engineer, Linux Technical Support Engineer, Technical Support Engineer Cloud Infrastructure, or Customer Support Engineer Cloud/Linux.

Technical Support Engineer L1/L2/L3 (Cloud & Linux) who have actually worked on tickets, calls, escalations, troubleshooting and SLA, rather than mainly DevOps engineers.

Job Description:

Company: Utho Platforms Private Limited

About company:

Utho Platforms Private Limited is Indias leading cloud platform helping businesses simplify infrastructure with secure, scalable, and cost-effective solutions. With 22,000+ clients and a strong industry presence, we aim to transform how businesses adopt cloud technology.

We are looking for driven, target-oriented Inside Sales Executives who are proactive in handling leads, confident in building relationships, and skilled in closing deals over calls and digital platforms.

Job Title: Technical Support Engineer L1/L2/L3 (Cloud & Linux)

Location: Noida, Sector 142

Experience: 1-6 Years

Employment Type: Full-Time

About the Role:

We are looking for a customer-focused Technical Support Engineer with hands-on experience

in L1/L2/L3 technical support, ticket handling, customer escalations, Linux and networking troubleshooting.

Who is responsible for resolving customer technical issues through support tickets, calls and remote troubleshooting, ensuring timely resolution within defined SLA/TAT.

The role requires strong technical troubleshooting abilities along with excellent verbal and written communication skills.

Key Responsibilities

- Handle L1/L2/L3 technical support tickets and customer queries.
- Troubleshoot and resolve issues related to Linux servers, cloud infrastructure, VMs and networking.
- Handle customer escalations professionally and ensure timely resolution.




- Communicate with customers over calls, emails and ticketing systems.
- Perform remote troubleshooting and guide customers through technical resolutions.
- Take ownership of tickets from initial diagnosis through closure.
- Troubleshoot DNS, TCP/IP, VPN, NAT, firewall, connectivity, server and performance issues.
- Perform root cause analysis (RCA) for recurring/critical incidents.
- Escalate complex issues to appropriate L2/L3/Engineering teams when required.
- Follow escalation matrices and ensure proper internal coordination.
- Maintain accurate ticket updates, troubleshooting notes and resolution documentation.
- Ensure SLA adherence, response time and resolution TAT.
- Work effectively in production-critical/customer-facing environments.
- Coordinate with Cloud, Network, DevOps and Infrastructure teams for issue resolution.
- Participate in rotational shifts if required.

Required Skills:

Must Have:

- Experience in Technical Support / Product Support / Cloud Support / Linux Support.
- Hands-on experience working on a ticketing system.
- Experience handling customer escalations.
- Solid Linux troubleshooting knowledge.
- Good understanding of Networking TCP/IP, DNS, NAT, VPN, Firewall, Ports, SSH.
- Understanding of VMs, servers and cloud infrastructure.
- Strong troubleshooting and problem-solving skills.
- Understanding of Incident Management and SLA management.
- Excellent verbal and written communication skills.
- Comfortable speaking directly with customers over calls.
- Ability to explain technical issues to customers in simple language.

Good to Have: AWS/Azure/GCP or Private Cloud exposure, monitoring tools, virtualization,

Docker/Kubernetes basics, ITIL/Incident Management knowledge, and experience with tools such as ServiceNow, Jira, Zendesk or Freshdesk.

Interested

Call/whatsapp : (phone hidden)/ Email : [email protected]

📌 Technical Support Engineer (Noida)
🏢 Utho Cloud
📍 Noida