L3 Support Engineer

We are looking Level 3 Support Engineer who will play a crucial role in ensuring the stability, reliability, and performance of the Xplor’s Products and infrastructure. You will be responsible for resolving escalated technical issues in production and provide on-time support to resolve these issues.

Bug Identification and Reporting: As a support engineers, one of the primary responsibilities will be to attend on production issues and bugs on priority basis and act on these in stipulated time manner as per SLAs defined. You are expected to collaborate with developers if required to provide insights into problem scenarios and assist in fixing bugs often involving deep analysis of logs, code, or system architecture.

**Advanced Troubleshooting:**Dev Support engineers need to gain good level of expertise in the product or system they will be assigned to support.

Escalation Point: Support Engineers are expected to work closely with L1 and L2 teams, providing guidance and assistance in issue resolution. You will be also considered as the escalation point for complex technical problems during your shift hours.

Emergency Response: You will be participating in on-call rotations to provide 24/7 support for critical incidents and emergencies.

Customer Communication: One of the expectations is to interact directly with stakeholders, customers, or clients to understand their technical issues, provide updates on resolution progress, and ensure customer satisfaction.

Cross-functional Collaboration: Support Engineers must collaborate with various teams, including development, quality assurance, and product management, to address complex issues and drive product improvements.

Performance Optimisation: Actively look for system performance issues by identifying bottlenecks during log monitoring and working with Dev team as required on tuning configurations and implementing performance-enhancing measures.

Requirements

Experience:

• ASP.NET, HTML, CSS, JavaScript (Vue.JS or React JS a plus)
• Experience using C# & MVC patterns
• Bachelor’s degree in computer science, information systems, computer engineering,
• systems analysis or a related discipline, or equivalent work experience
• Working knowledge of agile software development life-cycles
• Excellent analytical and problem-solving skills
• Strong, clear written and verbal communication skills

Preferred Qualifications:

• 2+ years of ASP.NET, HTML, CSS, JavaScript and Vue.JS
• 2+ years of experience using C# & MVC patterns
• 2+ years of experience with SQL Server
• 2+ years of experience developing secure, RESTful APIs