Sr. Technical support engineer

Who we are

At 3CLogic, we are big believers that our people are the most important asset we have and that winning is a team sport.

3CLogic is a fast growing, venture-backed, SaaS "startup" with our headquarters in Rockville, Maryland. Some of our roles are local to the main office and others are remote, but we have talented individuals working from everywhere as we continue to build our safety-first hybrid remote and in-person culture, and we care more about what you might bring to our team and where you want to go in your career than where you are located.

We realize you've very likely read tons of job descriptions that look a whole lot like this one. But what we can't put in words is why we would love to hear from you. You've heard the term "living in the gray area," right? Well, a great fit for 3CLogic is someone who wants to live in technicolor. There's never a gray moment here We are all entrepreneurs at heart, who believe that when you bring your full self to work, the possibilities are infinite.

If your interest is piqued, let's chat We'd love to show you, rather than tell you, what makes us special, and find a place in our organization where you can thrive.

What we do

Ever call a company or organization for help and wait on hold forever only to get to a person who can't help you? Well we are the ones that fix that

3CLogic is a global provider of voice AI, Contact Center, and SMS solutions to enterprise and Global 2000 organizations worldwide – think 7-Eleven, Swiss Railways, Regeneron, Northeastern University, Hyatt Hotels, or LabCorp. Organizations leverage our technology and services every day to increase the quality of service to their customers/employees, improve the performance of the agents serving them, lower their operational costs, and optimize how easy it is to analyze and manage it all. We make calling for help a positive experience and efficient channel for everyone

A strategic ServiceNow and SAP partner, 3CLogic is paving the way for organizations to digitally transform customer and employee experiences, deliver conversational voice self-service offerings, enable remote work at scale, and leverage AI to drive better business outcomes.

General Job Details:

Position Name: Sr. Technical support engineer (L3)

Experience: 2 to 4 Years

Job Type: Full-Time

Location: Sector-142, Noida (Hybrid Working Model)

Position Summary:

We are looking for talented and committed engineers to develop and maintain key components of a leading call center software platform used by enterprise companies. You will provide production support for the software/application suite and work closely with the Development and Release Management teams to ensure code and design integrity of the fixes. You have a strong sense of ownership and a curiosity to understand how things work, even if they take you outside your area of expertise.

Key Responsibilities:

• Proficient in debugging and creating corrective actions by providing detailed RCA
• Work collaboratively with development, product management and customer success team members
• Ability and willingness to work individually on projects in a self-directed and accountable manner
• Work closely with the L2 team to analyze production tickets, reproducible steps, and provide high-quality resolutions quickly
• Strict SLA adherence with respect to keeping all the stakeholders aligned and delighted
• Effectively work with tight schedules and fast-paced environment to minimize customer impact
• Strong oral and written communication, with the ability to adapt to and/or enroll the targeted audience
• Excellent customer handling and negotiation skills with the mindset of creating positive experiences

Skills:

• Proficient in Java Script, Node JS is a plus
• Coding skills using technologies and tools like Angular/Python/MySQL/DynamoDB/Postman/JSON/SIP/telecom domain is a plus
• Experience in Application Support and Maintenance of Java Script/NodeJs projects
• Exposure to front-end design, development and usability best practices
• Knowledge of Amazon Cloud Services is a plus
• Knowledge of Kafka is a plus
• Knowledge of event driven solutions and support is a plus
• Excellent troubleshooting and debugging abilities (front-end & back-end) for enterprise applications with high attention to detail
• Experience on AI tools to automate L3 repetitive tasks is a big plus

Qualifications:

• Preferably B.E., B.Tech. or MCA
• Grades: % in 10th,12th Graduation/PG
• 0-2 years of experience in programming

Benefits:

• Flexible Working Hours
• Hybrid Working Style
• Personal Accidental Insurance
• Health Insurance to Self, Spouse and two kids
• 5 days working week

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