Support Engineer

Job Title:

Job Summary:

The L3 Support Engineer provides expert-level technical assistance and resolves complex issues for clients. Working closely with customers, internal teams, and development engineers, you will ensure timely problem resolution and contribute to improving product usability. We seek a skilled professional to deliver advanced support, maintain product performance, and enhance customer satisfaction.

Roles & Responsibilities:

• Provide effective customer service by leveraging in-depth knowledge of company products.
• Collaborate with cross-functional teams to exceed customer service expectations.
• Troubleshoot installation and testing issues across various programming languages and build environments.
• Escalate issues to the R&D team and Support Manager based on severity, ensuring timely communication with customers regarding status and resolution.
• Share technical expertise and best practices with customers and internal support teams to foster continuous learning.
• Develop and maintain a knowledge base of known issues, workarounds, and solutions to improve resolution efficiency.
• Collect and relay customer feedback on features, bugs, and enhancements to the Product team.

Required Experience:

• Minimum

  8 years

  of experience in a customer-facing technical role within a software organization.
• Fluent in

  written and spoken English

  .
• Ability to support

  EU or US time zones

  based on business needs.

Required Technical Skills:

• Advanced proficiency in

  PHP

  and

  Apache-based web applications

  .
• Strong understanding of

  Linux

  and

  Windows

  operating systems.
• Solid experience with containerization technologies (

  Docker

  ).
• In-depth knowledge of

  MySQL

  and

  Cassandra

  database systems.
• Hands-on experience with

  scripting languages

  ,

  network protocols

  , and

  database performance tuning

  .
• Proficient in

  JIRA

  for issue tracking and case management.

Required Soft Skills:

• Strong ability in remote troubleshooting and system diagnostics.
• Excellent written, verbal, and presentation communication skills.
• Proven analytical and problem-solving capabilities.
• Ability to work independently and collaboratively in cross-functional teams.
• Skilled at managing and supporting multiple products and technologies simultaneously.

Nice to Have:

• Familiarity with open-source development languages.
• Proficiency in

  Java

  .
• Passion for adopting new and emerging technologies.