L3 Technical Support Engineer

2 weeks ago

bangalore, India Ultrabot Innovations Full time

Job Description :

As an L3 Technical Support Engineer, you will be responsible for providing advanced technical support to our clients, resolving complex technical issues, and ensuring the highest level of customer satisfaction.

You will work closely with our customers, as well as internal teams including L1/L2 support, engineering, and product development, to diagnose and resolve escalated technical issues in a timely manner.

Key Responsibilities :

Advanced Technical Support :


Provide expert-level technical support to resolve complex issues related to (insert specific technology, product, or service), including but not limited to troubleshooting software, hardware, network, and system integration issues.

Problem Diagnosis and Resolution :


Analyze, diagnose, and troubleshoot escalated technical issues reported by customers or escalated from lower support tiers, utilizing a systematic approach to identify root causes and implement effective solutions.

Escalation Management :


Serve as a point of escalation for unresolved technical issues from L1/L2 support teams, managing escalations effectively and ensuring timely resolution while maintaining clear communication with customers and internal stakeholders.

Technical Documentation :


Create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and best practices, to facilitate efficient issue resolution and knowledge sharing among support teams.

Customer Communication :


Communicate effectively with customers via phone, email, chat, and other channels to provide updates on issue resolution progress, gather additional information as needed, and ensure a positive customer experience throughout the support process.

Collaboration and Knowledge Sharing :


- Collaborate with cross-functional teams including engineering, product management, and quality assurance to identify recurring issues, prioritize product enhancements, and drive continuous improvement in product quality and customer satisfaction.

Training and Mentoring :


- Provide guidance, training, and mentorship to junior support engineers and help them develop their technical skills and expertise in providing exceptional customer support.

Qualifications :

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

- 5-8 years of experience in technical support roles, with a focus on providing advanced support for complex technical issues.

- Strong technical expertise in (insert specific technologies, platforms, or products relevant to the role).

- Excellent problem-solving skills with the ability to analyze and troubleshoot complex technical issues efficiently.

- Experience in escalation management and working collaboratively with cross-functional teams to resolve technical issues.

- Exceptional communication skills with the ability to communicate technical information effectively to both technical and non-technical audiences.

- Proven ability to work independently with minimal supervision and manage multiple priorities in a fast-paced environment.

- Relevant certifications (e.g., ITIL, Cisco, Microsoft, etc.) are a plus.

(ref:hirist.tech)

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