L3 Senior Technical Support Engineer

2 months ago

Noida, India MNR Solutions Full time

Job Description :


As a Sr. Technical Support Engineer (L3), you will provide advanced technical support for complex issues related to software products. Your role involves diagnosing and resolving high-level technical problems, ensuring customer satisfaction, and contributing to the overall improvement of support processes.

Key Responsibilities :

1. Advanced Technical Support :

- Provide Level 3 support for complex technical issues involving Java applications and related technologies.

- Troubleshoot and resolve advanced issues related to Java, SQL databases, and Linux environments.

- Act as a point of escalation for critical incidents and ensure timely resolution.

2. Debugging and Problem Solving :

- Analyze and debug application issues, including performance bottlenecks, errors, and system failures.

- Collaborate with development teams to identify root causes and implement effective solutions.

3. Database Management :

- Perform in-depth troubleshooting and analysis of SQL database issues, including queries, performance, and data integrity.

- Collaborate with database administrators to optimize database performance and resolve complex problems.

4. Linux Support :

- Provide support for Linux-based systems, including troubleshooting, configuration, and performance tuning.

- Ensure the stability and security of Linux servers and applications.

5. Customer Interaction :

- Communicate effectively with customers to understand their issues, provide timely updates, and ensure resolution.

- Document and escalate recurring issues to improve support processes and product quality.

6. Documentation and Reporting :

- Maintain detailed records of support incidents, resolutions, and ongoing issues.

- Generate reports and contribute to knowledge base articles to assist in the resolution of common issues.

7. Collaboration and Coordination :

- Work closely with cross-functional teams, including development, QA, and operations, to address complex technical challenges.

- Participate in regular meetings to discuss ongoing issues, project updates, and process improvements.

Preferred Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Proven experience in technical support for Java-based applications, including debugging and performance optimization.

- Strong knowledge of SQL database management and troubleshooting.

- Proficiency in Linux administration and support.

- Excellent problem-solving skills and attention to detail.

- Strong communication skills and the ability to work effectively in a fast-paced environment.

- Experience with support ticketing systems and knowledge management tools.

(ref:hirist.tech)

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