L1 Technical Support Engineer

Entry-level technical support role focused on issue handling, basic system troubleshooting and following standard processes.

Primary Responsibilities

- Provide first-tier support via phone, email, and ticketing systems, ensuring timely acknowledgement and response.
- Log all customer tickets accurately, including problem details, updates, and resolution steps.
- Perform basic troubleshooting of application, server, and configuration issues with guidance.
- Follow defined escalation procedures for issues beyond scope or SLA breach risks.
- Assist during system downtimes, ensuring users are informed with correct communication.
- Prepare basic support reports and update case history.
- Document solutions and learnings in the Knowledge Base (KB).

Required Technical Skills

- Basic understanding of Linux/UNIX commands and system monitoring.
- Familiarity with web servers (Apache, Tomcat, JBoss) and basic log analysis.
- Fundamental knowledge of databases (SQL Server, MySQL, Oracle).
- Exposure to scripting or programming languages (Shell/Python).
- Working knowledge of ticketing tools such as Jira or Freshdesk.

Soft Skills

- Robust willingness to learn, adapt, and follow standard procedures.
- Good communication and teamwork abilities.

Preferred

- Experience in enterprise application support.
- Flexibility to work in rotational shifts.

Education

Bachelor’s Degree in Computer Science, Information Technology or equivalent.

Additional Traits

- Strong customer orientation and problem-solving mindset.
- High level of urgency and accountability.
- Excellent written and verbal communication.
- Ability to work in rotational shifts and handle on-call support.
- Willingness to travel when required.
- Fast learner with adaptability to new technologies.

L2 – Senior Technical Support Engineer

Intermediate level, handles complex cases independently and mentors junior team members.

Primary Responsibilities





- Diagnose and resolve medium-complexity technical issues with minimal supervision.
- Conduct in-depth troubleshooting, including server logs, database queries, and application configurations.
- Take ownership of incidents, ensuring proactive follow-up and resolution.
- Actively prevent recurrence by contributing to preventive fixes.
- Create detailed Knowledge Base (KB) articles, how-to guides, and process documentation.
- Support the L1 team with mentoring and escalation assistance.
- Coordinate effective client communication during downtime or planned maintenance.

Technical Skills

- Strong knowledge of Linux/UNIX system administration, including service management.
- Good working experience with web servers/application servers (Apache, Tomcat, JBoss).
- Ability to write and execute structured SQL queries for troubleshooting.
- Strong scripting ability (e.g., Shell, Python).
- Experience using and configuring ticketing tools.

Soft Skills

- Excellent communication, customer handling, and analytical thinking.
- Ability to collaborate with cross-functional teams effectively.

Preferred

- Some exposure to client-side implementation or onsite experience.
- Understanding of financial services or banking applications.

Education

Bachelor’s Degree in Computer Science, Information Technology or equivalent.

Additional Traits

- Strong customer orientation and problem-solving mindset.
- High level of urgency and accountability.
- Excellent written and verbal communication.
- Ability to work in rotational shifts and handle on-call support.
- Willingness to travel when required.
- Fast learner with adaptability to new technologies.





L3 – Lead Technical Support Engineer

Subject matter expert, drives technical issue resolution and team improvement initiatives.

Primary Responsibilities

- Handle complex or critical incidents requiring deep technical expertise.
- Perform Root Cause Analysis (RCA) for recurring or high-severity issues and recommend long-term fixes.
- Lead problem management initiatives and improve stability of product deployments.
- Mentor and train L1 & L2 engineers; conduct technical knowledge-sharing sessions.
- Automate repetitive tasks and improve efficiency using advanced scripting.
- Liaise with development and product teams to resolve bugs or feature integration issues.
- Provide insights in weekly/monthly reporting, documenting trends and issue patterns.

Technical Skills

- Advanced Linux/UNIX expertise, including clustering, HA (High Availability), load balancing, performance tuning.
- Deep expertise in web/application servers administration and tuning.
- Strong database diagnostic expertise (SQL tuning, indexing, transaction issue debugging).
- Proficient in scripting and automation tools.
- Exposure to system-level and application-level architectural troubleshooting.

Soft Skills

- Strong leadership qualities and ability to drive resolution during critical incidents.
- Excellent problem-solving and team mentoring abilities.

Preferred

- Experience with banking, financial technology, or fraud detection applications.
- Exposure to onsite client implementations or product integration.

Education

Bachelor’s Degree in Computer Science, Information Technology or equivalent.

Additional Traits

- Strong customer orientation and problem-solving mindset.
- High level of urgency and accountability.
- Excellent written and verbal communication.
- Ability to work in rotational shifts and handle on-call support.
- Willingness to travel when required.
- Fast learner with adaptability to new technologies.

📌 Clari5 is hiring For Application Support Engineer// (Malappuram)
🏢 Perfios software solutions
📍 Malappuram