Senior Support Engineer

Tier 3 Engineer- Job Description

The Tier 3 Engineer is responsible for providing advanced technical support to resolve complex issues for the company’s clients. This role requires a deep technical background to troubleshoot, debug, and resolve high-level problems, often involving code analysis, infrastructure, and system architecture. The Tier 3 Engineer works closely with development, support, and engineering teams to investigate, analyze, and resolve critical technical challenges while maintaining a strong focus on escalation management.

Job Requirements

• At least 3 years of experience in technical support or engineering in a similar role (Tier 3 or high-level support).
• Strong expertise in operating systems, especially Linux.
• Deep experience with troubleshooting and debugging complex issues, including code analysis.
• Proficiency in tools and technologies like Docker, Kubernetes, Ansible, or similar infrastructure management tools.
• Ability to read and write code, with experience in languages such as Python, Bash, or similar scripting languages.
• Strong knowledge of data systems, databases (SQL, NoSQL), and performance optimization.
• Proven ability to handle critical escalations and resolve issues under time pressure.
• High analytical skills, creative problem-solving ability, and capacity to work well under pressure.
• Experience in developing automation solutions, including writing scripts for automation of routine tasks and processes.

Job Responsibilities

• Providing advanced technical solutions and consulting for customers facing complex technical issues.
• Analyzing and resolving Tier 3 technical problems, including code-level, infrastructure, and architecture-related issues.
• Collaborating with the development team to identify and address issues that may arise in the system.
• Assisting Tier 1 and Tier 2 support teams by transferring knowledge and providing guidance in resolving issues.
• Quickly and effectively handling critical escalations, ensuring issues are prioritized and resolved with minimal customer impact.
• Performing in-depth log analysis to identify root causes and provide actionable insights to resolve problems.
• Conducting system optimizations to improve performance, stability, and reliability.
• Providing internal training and technical guidance to support and engineering teams.
• Utilizing advanced tools and technologies to enhance customer experience and ensure system uptime.
• Developing and implementing automation solutions to streamline processes, improve efficiency, and reduce manual intervention.
• Building and maintaining automated scripts and workflows to ensure smooth operations and fast resolution of recurring issues.