L3 Support Engineer (Customer Success Engineer)

Position:L3SupportEngineer (Customer Success Engineer)

Experience: 3yrs

Location: Baner,Pune

Roles and Responsibilities:

- Troubleshooting and Problem-solving: As anL3supportengineer, one of the primary responsibilities is to troubleshoot complex technical issues and provide solutions to end-users.

- Technical Escalation: When an issue cannot be resolved by L1 or L2supportteams, it is escalated to theL3supportengineer. As anL3supportengineer, you will be responsible for handling such escalated cases and providing timely solutions.

- Incident Management: The Technical Specialist is responsible for ensuring that all incidents are resolved in a timely manner and within the defined service level agreements (SLAs).

- Documentation: A Technical Specialist should be able to create detailed documentation of technical procedures, configurations, and troubleshooting steps.

- Team Collaboration: Working with cross-functional teams to solve complex problems, provide technical training andsupport, and develop best practices is a key aspect of the role.

- Technical Skills Development: A Technical Specialist should continuously develop their technical knowledge, keeping up to date with the latest trends, and attend training sessions to improve their skillset.

Requirements:

- Excellent communication, both verbal and written.

-Requiredto take ownership of their tasks and bring them to closure.

- Proficient troubleshooter across diverse systems and technologies.

- Skilled in handling escalated cases with timely solutions.

- Proven incident management, meeting SLAs.

- Strong documentation skills for technical guides. - Rotational shifts (Including night shift)

- Tech/ Tools - Linux, Database queries (SQL & MongoDB)