Senior Support Engineer (5-10 yrs)

About the Role :

We are seeking a highly skilled and experienced Senior Support Engineer to join our team. As a Senior Support Engineer, you will be responsible for providing advanced technical support, troubleshooting, and maintaining systems and software for our clients. You will serve as a key technical resource for both internal and external stakeholders, resolving complex issues, guiding junior engineers, and ensuring the high performance and stability of IT infrastructures and applications.

Key Responsibilities :

- Provide advanced troubleshooting and technical support for software, hardware, and network-related issues. Ensure issues are escalated and resolved within the required SLAs.

- Analyze, diagnose, and resolve technical issues across multiple platforms and environments.

- Provide root cause analysis and solutions to recurring problems.

- Communicate effectively with customers to understand issues, provide status updates, and explain technical solutions in a clear and understandable manner.

- Lead and mentor junior support engineers, helping them grow their technical skills and enhance the teams performance.

- Work closely with development, operations, and other internal teams to diagnose and resolve issues, improve system performance, and implement software patches.

- Maintain clear and concise documentation of support cases, troubleshooting steps, solutions, and technical knowledge articles for internal reference and customer self-service.

- Continuously identify areas for process improvement, automation opportunities, and ways to enhance system reliability

and customer satisfaction.

- Act as a point of escalation for complex or high-priority issues, ensuring proper resolution in a timely manner.

- Proactively monitor systems and applications to identify potential issues before they affect users. Perform system

maintenance, updates, and upgrades as required.

Required Skills and Qualifications :

- At least 5 years of experience in a technical support or systems engineering role, preferably in a senior or lead position.

- Proficiency in troubleshooting and resolving issues in operating systems (Windows, Linux, macOS), networking, databases (SQL, NoSQL), and web technologies.

- Experience with ticketing systems (e.g., Jira, ServiceNow), remote support tools, and monitoring systems (e.g., Nagios, SolarWinds).

- Knowledge of scripting languages (Python, Bash, PowerShell) for automating repetitive tasks and improving efficiency.

- Strong problem-solving and communication skills, with the ability to interact professionally with customers and stakeholders.

- Relevant certifications such as ITIL, CompTIA, Microsoft Certified, or similar are highly desirable.

- Ability to work effectively in a fast-paced, team-oriented environment, with excellent interpersonal skills.

- Strong analytical and problem-solving skills with the ability to prioritize tasks and handle high-pressure situations.

- Solid understanding of system architecture, IT infrastructures, cloud environments (AWS, Azure), and virtualization technologies (VMware, Hyper-V).

- Understanding of cybersecurity principles and experience with securing systems and applications is a plus.