L3 Technical Support Engineer

• Provide L2/L3 remote support for field checkout escalations and deliver structured escalation pathways
• Support field technicians by diagnosing and resolving complex technical issues
• Perform in-depth root cause analysis by analyzing network traffic, system behaviors, application performance, and system logs
• Troubleshoot multi-layered issues involving networking, operating systems, applications, and infrastructure components
• Create, maintain, and improve technical documentation, operational playbooks, troubleshooting guides, and knowledge base articles
• Manage incidents throughout their lifecycle, including documentation, communication, escalation, and resolution
• Balance hands-on technical support with administrative and operational responsibilities
• Use scripting and database knowledge to query data, analyze logs, automate repetitive tasks, and optimize troubleshooting
• Collaborate with cross-functional teams to identify recurring issues and implement preventative solutions
• Contribute to continuous service improvement through process optimization and knowledge sharing

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field
• 4-5 years of experience in Technical Support, Infrastructure Support, Systems Administration, Network Operations, or a related technical role
• Solid networking troubleshooting skills with hands-on experience in TCP/IP, DNS, routing, firewalls, and network diagnostics
• Strong experience in incident management, troubleshooting methodologies, and root cause analysis
• Functional proficiency in Linux shell environments and command-line troubleshooting
• Experience utilizing APIs through tools such as cURL, Postman, or script-based integrations
• Ability to analyze system logs and troubleshoot issues across multiple technology layers
• Experience creating and maintaining technical documentation and knowledge management resources
• Familiarity with AWS cloud environments and infrastructure monitoring tools is considered a strong advantage
• Practical knowledge of MySQL for querying data, log tracing, and system state verification
• Basic proficiency in Python scripting for automation, log parsing, and operational efficiency improvements
• Passion for hardware, electronics, IoT projects, Raspberry Pi, Arduino, or similar technologies is considered a plus
• Strong analytical and problem-solving skills with the ability to work independently and make informed technical decisions
• Ability to rapidly switch context between technical troubleshooting and clear communication with both technical and non-technical stakeholders
• Strong collaboration skills and a team-oriented mindset
• Excellent English communication skills

• Class A Medical Insurance
• Reimbursement of courses/certifications