Job Title

Department: Global Technical Assistance Center (GTAC) Experience: 5–8 Years Type: Full-time | Shift-based support | Remote Location: LATAM Role Summary We are hiring a Technical Support L3 Engineer to own critical production incidents, complex escalations, RCA, and permanent fixes for enterprise-grade platforms. The role is open to candidates from telecom, SaaS, cloud, enterprise applications, fintech, payments, managed services, or large-scale IT production support environments. Key Responsibilities Handle L3 escalations, Sev1/Sev2 production incidents, and priority customer issues. Perform deep troubleshooting across applications, database, OS, network, and integration layers. Conduct Root Cause Analysis (RCA), create action plans, and drive closure with Engineering. Analyze logs, traces, performance metrics, and production alerts to identify failures. Support patch deployments, hotfix releases, configuration changes, and rollout activities. Ensure compliance with SLA, incident management, and customer communication standards. Create and maintain KB articles, SOPs, incident reports, and troubleshooting guides. Key customer interactions during crisis scenarios & relationship connects. Mentor L1/L2 engineers and improve support processes through automation and prevention. Must-Have Skills Production Support / Troubleshooting L3 Technical Support, Application Support, Production Support, Platform Support Incident Management, Escalation Handling, SLA adherence, Critical Incident Support Systems / Databases / Tools Linux/Unix (system and performance troubleshooting) ITSM tools: ServiceNow / JIRA / Remedy (any) Programming & Scripting Exposure Exposure to programming languages such as Java, C/C++, Python etc (debugging, code-level analysis, reading stack traces, defect identification). Shell scripting for automation and diagnostics (mandatory). Familiarity with REST APIs, JSON/XML, and integration troubleshooting. Technical Exposure (Flexible / Preferred) SaaS platforms, Cloud services, Enterprise applications CI/CD exposure, release support, deployments Cloud basics: AWS / Azure / GCP (good-to-have) Docker / Kubernetes awareness (good-to-have) Qualifications Engineering (CS / IT / ECE / Telecom) or equivalent. 4–8 years in technical support, enterprise platform support, production support, managed services, NOC/SRE support, or similar roles. Experience supporting global customers is preferred. Strong analytical and structured problem solving. Ownership mindset and customer-first approach. Clear written and verbal communication. Ability to work under pressure and coordinate across teams. Comfortable with shifts, on-call, and urgent escalations. Nice-to-Have ITIL Foundation / ITIL-based support environment. Experience in customer-facing war rooms / bridge calls. Knowledge contribution and mentoring experience. Seniority level Mid-Senior level Employment type Other Job function Information Technology and Customer Service Industries Telecommunications, IT System Custom Software Development, and Software Development #J-18808-Ljbffr