Technical Support Engineer

2 weeks ago

delhi, India Recro Full time
About the client:-
Client is a logistics automation and optimization company that was started in 2016 with a vision of making logistics simple, smart, and sustainable for enterprise customers. In the span of 8 years, we have built a robust portfolio of products backed by our proprietary and industry-leading algorithms and AI/ML techniques which helps our customers to make complex supply chain decisions thereby significantly reducing their logistics spend and improving the life of all connected users and customers. We embrace cutting-edge Technologies and encourage innovative solutions to solve ever-evolving supply chain challenges. Our products are trusted by major brands like Unilever, Procter & Gamble, Godrej, Lactalis, and many more.
Role on Offer: Senior Technical Support Engineer (Level 3)
This position is based in Bangalore. As an L3 Technical Support Engineer, you will be responsible for handling and resolving high-complexity technical issues and escalations that require advanced knowledge and experience. You’ll act as the final point of escalation in the support chain, collaborating with L1 and L2 teams, engineers, and developers to ensure the highest levels of technical support, service reliability, and customer satisfaction.
Responsibilities:-
Analyze, diagnose, and resolve complex hardware, software, network, and application issues.
Take ownership of escalated tickets and resolve them within SLAs. Manage root cause analysis for recurring issues and work to eliminate them permanently.
Work with engineering, QA, and product development teams to escalate and resolve product-related issues and identify system bugs.
Document troubleshooting steps, resolutions, and best practices for complex issues and contribute to the company’s internal knowledge base.
Collaborate with DevOps team to maintain healthy infra.
Maintain clear communication with customers on escalated issues, provide regular updates, and ensure customers are satisfied with issue resolutions.
Mentor the team to better the tech knowledge and troubleshooting skills
Qualification
4+ years of strong working experience in technical support and L3 roles
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Strong knowledge of operating systems (Windows, Linux), networking (DNS, TCP/IP, VPN), and cloud platforms (Azure preferably).
Proficiency in database management (Sql, Nosql, Cache servers) and understanding of scripting languages (Python, Bash, PowerShell).
Experience with system monitoring and ticketing tools such as Jira, Splunk, or similar platforms.
Familiarity with DevOps practices and tools (Docker, Kubernetes, CI/CD pipelines
Excellent problem-solving skills, with the ability to analyze complex systems and resolve issues efficiently.
Strong communication and interpersonal skills with a customer-focused approach.
What We Offers
A stable workplace with Committed Founders, Trusted Investors, and Happy Customers
With a clear mission and making a positive impact on the supply chain domain
An inclusive, collaborative, and supportive environment where you get equal opportunities and recognition with a clear path of progression.
Competitive salary packages, and comprehensive benefits, including health insurance, retirement plans, and paid time off.
Open and transparent communication from leadership about company goals, challenges, and updates

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