About the role
We are looking for a Software Support Engineer to provide Level 3 (L3) support for enterprise products deployed across global customer environments. The ideal candidate will be responsible for troubleshooting production issues, performing root cause analysis, ensuring SLA adherence, and collaborating with Engineering teams to deliver reliable and scalable solutions.
Responsibilities:
- Provide Level 3 support for enterprise software products.
- Investigate and resolve production and application issues.
- Perform Root Cause Analysis (RCA) and recommend preventive actions.
- Ensure timely incident resolution in line with SLAs.
- Analyse logs, databases, and system behaviour to troubleshoot issues.
- Collaborate with Engineering teams on escalations and product improvements.
- Maintain technical documentation and knowledge repositories.
- Monitor system reliability and identify potential risks.
Requirements;
- 8 months to 2 years of experience in Software Support, Application Support, or Production Support.
- Strong knowledge of Linux/Unix.
- Good understanding of SQL and database troubleshooting.
- Experience with Python and/or Shell Scripting.
- Familiarity with Incident Management, Ticketing Systems, and SLA-driven environments.
- Strong analytical and problem-solving skills.
- Willingness to work in rotational shifts.
Good to Have:
- REST APIs and Postman.
- Microservices Architecture.
- Grafana, Kibana, Splunk, or similar monitoring tools.
- Kafka, RabbitMQ, or messaging systems.
- Customer-facing support experience.