Support Services Engineer L3

IndiaRemoteFull-timemid

OtherEngineer

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Quick Summary

Requirements Summary

Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience may also be considered.

Technical Tools

OtherEngineer

This is a senior technical support role focused on resolving complex and highly escalated IT incidents across a global service environment.
You’ll take ownership of issues that require advanced infrastructure expertise beyond Level 2 support, spanning servers, networks, storage, endpoints, and critical applications.
The role combines hands-on troubleshooting with incident, problem, and change management responsibilities.
You’ll help maintain global service continuity through infrastructure monitoring, alert validation, and support within a Follow-the-Sun operating model.
You’ll also contribute to CMDB accuracy, technical knowledge management, automation, and continuous improvement initiatives.
Working closely with internal teams, regional stakeholders, and external vendors, you’ll reduce recurring issues and minimize dependency on third-party escalation.
This is an opportunity to serve as a senior technical reference while improving the efficiency, reliability, and quality of enterprise IT services.

Own and resolve highly complex L3 incidents escalated from Level 2, including infrastructure, server, network, endpoint, and critical application failures.
Perform advanced remote and deskside troubleshooting, including interventions requiring physical access or deep system-level investigation.
Drive incidents toward permanent resolution by identifying root causes and eliminating recurring technical problems.
Coordinate technical escalations with third-party vendors and hardware providers, ensuring issues are actively managed through resolution and closure.
Participate in Change Advisory Board (CAB) activities when required, assessing proposed changes, identifying technical risks, and supporting safe implementation.
Lead or contribute to Problem Management investigations, including root cause analysis and post-incident review documentation following major incidents.
Monitor global infrastructure alerts during assigned coverage periods, validate events, distinguish actionable incidents from informational events or false positives, and route issues to the appropriate resolution teams.
Maintain accurate CMDB records for infrastructure assets within scope and identify and correct configuration item discrepancies.
Create and maintain technical Knowledge Base articles covering complex support scenarios and validate L1/L2 documentation for technical accuracy.
Identify repetitive or manual processes that can be automated through scripting or tooling and implement approved solutions to improve efficiency and reduce operational costs.
Work collaboratively within a global Follow-the-Sun support model, providing coverage across regions as required to maintain uninterrupted IT service continuity.
Contribute to service-level performance through effective incident resolution, SLA compliance, customer satisfaction, monitoring coverage, knowledge sharing, and automation.

Requirements

~2 min read

Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience may also be considered.
4–6 years of experience in advanced IT technical support, systems administration, infrastructure engineering, or a comparable technical environment.
Expert-level understanding of enterprise infrastructure, including servers, storage, networking, endpoints, and related IT systems.
Strong experience troubleshooting complex infrastructure and system-level issues in enterprise production environments.
Solid understanding of ITIL practices, particularly Incident, Change, and Problem Management.
Experience working with IT Service Management (ITSM) platforms and Configuration Management Databases (CMDBs).
Practical experience with scripting, automation, and tools used to improve IT operational efficiency.
Strong analytical and root cause analysis skills, with the ability to diagnose complex issues and develop sustainable solutions.
Experience handling major incidents, technical escalations, and third-party vendor coordination.
Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
Proficiency in an additional language such as Spanish, Portuguese, French, German, or another relevant language is an advantage.
Strong ownership, prioritization, problem-solving, documentation, and collaboration skills.
Ability to work effectively in a global, Follow-the-Sun operating model and provide support across different regions and time zones.
ITIL 4 Foundation or higher certification is preferred.
Microsoft Azure or Windows Server certification is an advantage.
CompTIA Network+ or Security+, Cisco CCNA, or equivalent certifications are a plus.