L3 Support Engineer

1 week ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Enhancesys Innovations As a Level 3 Support Engineer, you will be responsible for providing expert-level technical support to resolve complex customer issues. You will serve as the final escalation point for unresolved issues from the L1 and L2 teams, collaborating with engineering and product teams when necessary. Your role will involve deep troubleshooting, system analysis, and performing root cause investigations, as well as providing mentorship to junior team members. Key Responsibilities: 1) Provide expert-level troubleshooting for technical issues, working with customers and internal teams to identify root causes. 2) Act as a technical subject matter expert and provide guidance on complex troubleshooting steps to L1 and L2 support teams. 3) Own and manage critical or escalated issues until resolution, ensuring timely communication with clients and stakeholders. 4) Collaborate with engineering and development teams to report bugs, software defects, and identify areas for product improvements. 5) Ensure timely resolution of escalated service tickets and meet service level agreements (SLAs). 6) Conduct root cause analysis (RCA) for complex, recurring issues and help implement permanent fixes. 7) Work with product teams to improve the overall user experience by identifying system inefficiencies or defects. 8) Mentor and assist L1 and L2 support engineers with complex cases and provide knowledge transfer. 9) Develop training materials and participate in training initiatives for junior support staff. 10) Generate reports on recurring issues, performance metrics, and other data points to drive continuous improvement. 11) Communicate with clients effectively and professionally, maintaining a customer-focused attitude even under pressure. 12) Identify opportunities to improve support processes, tools, and methodologies. 13) Ensure proper escalation procedures are followed when issues cannot be resolved at the L2 level. 14) Work on a rotating shift schedule to provide continuous support 24/7. Qualifications: 1)Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience. 2)5+ years of experience in technical support or a related field, with at least 2 years in a Level 3 support role. 3)Proven experience in troubleshooting complex technical issues across various platforms and systems. 4)In-depth knowledge of operating systems (Linux/Windows/Unix), networking, databases, and cloud technologies (AWS, Azure, etc.). 5)Strong understanding of networking protocols (TCP/IP, DNS, HTTP, etc.) and firewalls. 6)Experience with server and application management, virtualization (VMware, Hyper-V), and containerization (Docker, Kubernetes). 7)Familiarity with scripting languages (Java, Bash, Power Shell) to automate tasks and troubleshoot issues. 8)Excellent problem-solving and analytical skills. 9)Strong communication skills, both written and verbal. 10)Ability to work effectively under pressure and handle high-priority issues. 11)Occasional travel may be required for customer visits or internal training. Preferred Skills (Optional): 1) Experience with scripting languages (e.g., Power Shell, Linux script). 2) Knowledge of Postman API, Soup UI, Mongo DB, SQL. 3) Experience with monitoring tools (e.g., Grafana, Whatapp). Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Referrals increase your chances of interviewing at Enhancesys Innovations by 2x Get notified about new Support Engineer jobs in Doha, Qatar . Customer Support Engineer- Manage Engine Doha, Qatar QAR9,000.00-QAR11,000.00 1 month ago Level 1 (L1) Support Engineer smart city experience is must IFS (PMS) and Oracle Fusion Technical Support Doha, Qatar QAR17,000.00-QAR18,000.00 2 months ago Project Engineer – Marine (ship repair yards experience is mandatory)Senior Technical Lead (Microsoft .NET Stack)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr