Software Support

Job Title: L3 Software Support

Location: Atlanta, GA / Los Angeles, CA / Vancouver, Canada

• We are looking for engineers with 5+ years of experience for L3 Support.
• Looking for developers with knowledge of Java, Python, and SQL.

What You will Do:

• Responsible for efficiently handling and resolving technical issues that have been passed on by L2.
• Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLA's for each reported issue.
• Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
• Should follow the internal escalation matrix based on severity and resolution time.
• Should ensure all relevant site-specific technical documentation, as well as documentation regarding new product lines/or features, are accurately captured from R&D and shared with the Client Service team.
• Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
• Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

What You will bring:

• B. Tech graduate with 5+ years of experience in a 24*7 Software Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience/Strong knowledge of scripting - Python/Shell.
• Willing to work in rotational shifts.
• 24x7 may not be required, but since engineers are deployed on-site, we can expect engineers to do Overtime