Job Description
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...
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...