Technical Support Engineer

About the Role

As an L2/L3 Technical Support Engineer, you will be the escalation point for complex technical issues across enterprise applications and platforms. Working from the Bangalore Center of Excellence, you will diagnose, troubleshoot, and resolve advanced incidents while contributing to automation, AI-assisted support, and knowledge base enrichment. This role requires strong technical depth, global customer handling, and proactive problem-solving to ensure high system availability and customer satisfaction.

Key Responsibilities

• Advanced Incident Resolution: Handle escalated L2/L3 cases, perform RCA, and deliver permanent fixes.
• Structured Troubleshooting: Conduct log analysis, SQL queries, API testing, configuration validation, and environment diagnostics.
• Global Support: Participate in 247 follow-the-sun coverage, supporting EMEA, Americas, and APAC regions.
• Knowledge Base Contribution: Document RCA, create troubleshooting guides, and mentor junior engineers.
• Automation & AI: Leverage scripting (Python/Bash) and AI-assisted tools to reduce MTTR and improve deflection rates.
• Escalation Management: Collaborate with engineering/product teams, providing detailed investigation summaries and reproduction steps.
• Monitoring & Diagnostics: Use tools like Splunk, Datadog, Kibana, and CloudWatch to proactively detect and resolve issues.
• Customer Communication: Maintain clear, professional updates throughout case lifecycle.

Required Qualifications

• 48 years of experience in Technical Support or Production Support.
• Strong troubleshooting skills across enterprise web applications and server-side environments.
• Proficiency in SQL, REST API testing, and Cloud Platforms.
• Experience with Incident, Problem, and Change Management.
• Clear and professional communication skills in English.

Preferred Qualifications

• Exposure to GIS/Geospatial technologies.
• Knowledge of Networking concepts (DNS, SSL, load balancing).
• Scripting experience in Python/Bash for automation.
• Experience in Global Support Models.
• Familiarity with LLM Observability, Prompt Engineering, and RAG.