Technical Support Engineer 3
- Seven Lakes
- 6 - 10 years
- Bengaluru
- 3 months ago
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Job Description
Technical Support Engineer 3- (Night Shift)
Role & Responsibilities
- Provide Level 3 support for our Stream+ platform.
- Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact.
- Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.
- Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.
- Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.
- Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.
- Assist in the release of hotfixes or patches in coordination with the development team.
- Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.
- Share feedback with product and engineering teams regarding product supportability and customer pain points.
- This role requires to work from 8:00 AM to 5:00 PM CST hours.
Requirements & Qualifications
- 5+ years of experience in a technical support role
- Strong proficiency in at least one programming language Ruby, Golang, Python or Javascript.
- Solid knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting.
- Strong understanding of REST APIs and experience in troubleshooting API-related issues
- Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch)
- Proven experience in conducting root cause analysis (RCA) and resolving production issues.
- Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs).
- Excellent communication skills to effectively interact with customers and internal teams.
- Ability to work independently and resolve production issues in high-pressure environments.
- Previous experience in CST shifts or a support-oriented role is preferred.
Job Classification
Industry: Oil & GasFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: Seven LakesLocation(s): Bengaluru
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Keyskills: Golang Ruby on Rails Prometheus Grafana Communication Skills Javascript Rest API Ms Sql Database Technical support L3 Python
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