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Layer 7

2 months ago

Chennai, India Movate Full time

Position Summary

As a Layer 7 API Support L3 Engineer, you will be responsible for providing advanced technical support and troubleshooting expertise for Layer 7 API management solutions. You will work closely with customers, development teams, and other support engineers to ensure the successful resolution of complex issues and to deliver exceptional customer support. Your role will involve handling escalated support cases, conducting in-depth analysis of software and network-related problems, and collaborating with cross-functional teams to implement effective solutions.

Key Responsibilities:

  1. Technical Support: Provide third-level technical support for Layer 7 API management solutions, serving as the primary point of contact for complex issues and escalations. Respond to customer inquiries via phone, email, and ticketing systems, and deliver prompt and effective resolutions.
  2. Troubleshooting: Conduct in-depth troubleshooting and analysis of software, networking, and integration issues to identify the root causes. Use debugging tools, log analysis, and other diagnostic techniques to investigate and resolve complex problems.
  3. Issue Resolution: Collaborate with internal development teams, network engineers, and other stakeholders to address and resolve customer-reported issues. Escalate critical issues to higher-level support or engineering teams, following established procedures and communication channels.
  4. Customer Communication: Communicate technical information and issue status effectively to customers, providing regular updates and maintaining a high level of professionalism. Ensure customer satisfaction by managing expectations and providing clear explanations of resolutions or workarounds.
  5. Knowledge Base: Contribute to the creation and maintenance of the knowledge base, including technical articles, FAQs, troubleshooting guides, and best practices. Document solutions, workarounds, and lessons learned to enable faster issue resolution and improve overall support efficiency.
  6. Process Improvement: Continuously review and improve support processes, tools, and documentation to enhance the overall customer experience. Identify trends and patterns in reported issues and provide feedback to product management and engineering teams for product enhancements and bug fixes.
  7. Training and Mentoring: Provide training and guidance to junior support engineers, sharing your expertise and knowledge in Layer 7 API management technologies. Act as a technical mentor and assist in their professional development.

Qualifications and Skills:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Layer7 As a Platform Working Experience
  • Hands on Experience of about 1 to 1.5 yr on AWS
  • Proven experience in providing technical support for Layer 7 API management solutions, such as Apigee, Mulesoft, Kong, or similar platforms.
  • Strong knowledge of API concepts, RESTful architecture, and web services (SOAP, JSON, XML).
  • Proficient in programming languages like Java, Python, or JavaScript.
  • Solid understanding of networking protocols (TCP/IP, HTTP, SSL/TLS) and experience with troubleshooting network-related issues.
  • Experience with cloud technologies (AWS, Azure, Google Cloud) and containerization (Docker, Kubernetes) is desirable.
  • Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
  • Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders effectively.
  • Proactive and customer-focused mindset, with a commitment to delivering high-quality support.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Note: This job description is a general overview of the responsibilities and qualifications expected of a Layer 7 API Support L3 Engineer. Actual job duties and requirements may vary depending on the organization and specific job context.