Technical Support Engineer L2/ L3 - jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer (L2/L3) based in India.

This role offers the opportunity to solve complex technical challenges and support enterprise customers using high-performance software solutions. You will work at the intersection of engineering, cloud infrastructure, networking, and customer success to deliver effective resolutions. The position requires strong technical expertise, curiosity, and a passion for troubleshooting sophisticated systems. You will collaborate with engineering teams and customers worldwide while continuously expanding your technical knowledge. This is an ideal opportunity for an experienced support engineer who enjoys deep technical investigations and solving real-world problems. You will contribute to customer success by ensuring reliable deployments, optimizing performance, and delivering exceptional technical guidance.

Accountabilities

The Technical Support Engineer will be responsible for diagnosing complex customer issues, providing technical solutions, and acting as a key technical partner throughout the customer lifecycle. Key responsibilities include:

• Troubleshoot and resolve complex software issues by analyzing customer environments and reproducing problems when required.
• Investigate technical challenges across applications, infrastructure, databases, networking, and performance environments.
• Document issues, solutions, and best practices to improve internal knowledge resources.
• Collaborate with engineering teams to identify root causes and deliver effective solutions.
• Perform root cause analysis and provide detailed technical recommendations.
• Analyze performance-related issues across data paths, including cloud and on-premise deployments.
• Provide technical expertise during software testing, implementation, upgrades, and deployment activities.
• Manage critical customer cases and coordinate communication between customers, engineering, product, cloud operations, and other stakeholders.
• Advocate for customers by ensuring timely issue resolution and helping them maximize the value of their technology investment.
• Participate in product improvement initiatives, customer training, and other support-related activities.

Requirements:

The ideal candidate is an experienced technical support professional with strong troubleshooting abilities and a broad understanding of enterprise technologies. Required qualifications and skills include:

• 7+ years of relevant experience in enterprise software support, technical support engineering, or a similar technical role.
• Strong programming or scripting experience with the ability to analyze and troubleshoot technical issues.