Technical Support Engineer -Tier 3

Role Title: Technical Support Engineer - Tier 3

Reports to: Senior Technical Support Manager

Role Purpose

The Tier 3 Technical Support Engineer is responsible for resolving the most complex technical issues within the Production Support Team. This role requires a deep understanding of web applications, APIs, cloud computing, and system architectures to diagnose and resolve escalated technical problems.

As a subject-matter expert, this role involves creating documentation, optimizing processes, and proactively identifying technical challenges that impact product performance. The Engineer collaborates with Support Analysts, Technicians, Engineers, and Support Management to ensure service-level agreements (SLAs) are met and exceeded.

This position is highly analytical and technical, requiring strong troubleshooting, critical thinking, and scripting skills to resolve system inefficiencies and contribute to continuous service improvements.

Key Responsibilities

• Provide technical support through email, chat, and service management platforms, focusing on complex, high-impact technical issues.
• Investigate and resolve escalated issues related to APIs, web applications, microservices, and system performance.
• Analyze logs, error messages, and stack traces to identify root causes and propose effective solutions.
• Optimize SLA latencies by monitoring API performance and resolving bottlenecks.
• Support ongoing operations by handling technical requests, maintaining service stability, and documenting issue resolutions.
• Collaborate with Engineering teams to test, validate, and deploy fixes for software defects.
• Develop and enhance knowledge bases by contributing troubleshooting guides, best practices, and technical documentation.
• Train and mentor Tier 1 and Tier 2 support staff, ensuring skill development and process adherence.
• Assist in incident management, driving resolution for critical system outages and technical failures.
• Proactively identify inefficiencies in workflows and propose automation or process improvements.

Measures of Success

1. Technical Issue Resolution - Efficient diagnosis and resolution of high-complexity support cases with minimal escalations to Engineering.
2. SLA Performance - Optimizing response and resolution times for critical system issues.
3. Collaboration Knowledge Sharing - Supporting cross-functional teams and contributing technical documentation.
4. Proactive System Improvements - Identifying patterns in technical issues and recommending long-term fixes or automation.
5. Incident Response - Effectively leading troubleshooting efforts for urgent, high-impact incidents.

Key Skills and Competencies

• Databases knowledge - Practical experience with SQL databases, including querying, optimization, and troubleshooting.
• Analytics - Proficient in log analysis, error message interpretation, and diagnosing system failures.
• Experience - Minimum 5 years of experience in technical support, production support, or engineering roles with a focus on web applications and APIs.
• Background - Strong knowledge of Linux, Java, SQL, Git, AWS, APIs, and microservices architecture. Proficiency in scripting for task automation is highly desirable.
• Attitude - Strong troubleshooting and diagnostic skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Teamwork - Proactive, accountable, and collaborative team player who takes ownership of technical challenges.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field, or equivalent technical experience.
• Strong understanding of computer systems, web applications, APIs, and security protocols.
• Proficiency in statistical analysis to identify system problems and performance trends.
• Experience with Java or Python, along with related frameworks (Java is a plus).
• Expertise in REST, JSON, API architecture, and microservices.
• Familiarity with AWS and cloud computing platforms for managing scalable applications.
• Hands-on experience in log analysis, troubleshooting, and debugging system failures.
• Excellent communication skills, with the ability to translate technical findings into actionable insights.
• Experience in electronic payment processing and troubleshooting in e-commerce environments.
• Strong skills in data analysis, relational databases, data visualization, and Excel-based analysis tools.
• Ability to thrive under pressure, multitask effectively, and handle high-priority incidents in a fast-paced environment.
• Passion for continuous learning and professional growth, with a proactive approach to problem-solving.
• Flexibility in working hours to accommodate global support needs.