Recro.io - Senior Technical Support Engineer (4-6 yrs)

We are looking for a highly skilled Senior Technical Support Engineer (L3) to join our growing team in Bangalore.

As a Senior Technical Support Engineer, you will be responsible for providing advanced technical support and troubleshooting for a wide range of enterprise systems, applications, and infrastructure components.

This includes resolving complex issues escalated from lower support tiers, as well as ensuring system availability and performance.

Key Responsibilities :

- Act as the L3 escalation point for complex technical issues from L1 and L2 support teams.

- Diagnose, troubleshoot, and resolve high-priority incidents and service requests related to servers, networks, databases, and cloud infrastructure.

- Provide solutions to complex technical problems and ensure fast resolution of critical incidents while minimizing downtime.

- Perform in-depth root cause analysis (RCA) for recurring or critical issues, identifying long-term solutions to prevent further occurrences.

- Manage and maintain operating systems (Windows, Linux), ensuring they run efficiently and securely.

- Configure and troubleshoot networking issues including DNS, TCP/IP, VPN, and other protocols.

- Manage cloud environments, with a focus on Microsoft Azure or other cloud platforms, to ensure the stability and performance of cloud services.

- Perform system administration tasks such as patch management, server maintenance, and network configuration.

- Oversee and troubleshoot issues related to SQL databases, NoSQL databases, and cache servers.

- Use scripting languages like Python, Bash, and PowerShell to automate tasks and improve system efficiency.

- Perform routine database maintenance tasks including backups, replication, and recovery.

- Work closely with the DevOps team to support CI/CD pipelines and ensure smooth deployments of applications and updates.

- Manage and troubleshoot containerized environments using Docker and Kubernetes.

- Implement automation for repetitive tasks to improve efficiency and reduce manual intervention in production environments.

- Monitor system performance and proactively identify potential issues using tools like Splunk, Jira, or similar platforms.

- Manage and resolve high-priority incidents within agreed service level agreements (SLAs).

- Collaborate with development and operations teams to provide timely and effective resolutions to incidents and service requests.

- Track and document incidents, resolutions, and actions in ticketing systems to ensure full traceability and knowledge sharing.

- A minimum of 4 years of strong working experience in a technical support or L3 support role with proven expertise in handling complex technical issues across multiple platforms.

- Hands-on experience with managing operating systems (Windows and Linux), networking protocols (DNS, TCP/IP, VPN), and cloud platforms (Azure, AWS, or GCP).

- Strong experience in working with databases (SQL, NoSQL), cache servers, and system monitoring tools (Splunk, Jira, or similar).

- Expertise in scripting languages such as Python, Bash, and PowerShell to automate tasks and manage system configurations.

- In-depth knowledge of cloud services, particularly Microsoft Azure, including resource management, security, and automation.

- Experience with network troubleshooting (DNS, VPN, TCP/IP) and system optimization in both on-premise and cloud environments.

- Experience working with DevOps tools and practices such as Docker, Kubernetes, CI/CD pipelines, and automation tools.

- Expertise in SQL databases (e.g, MS SQL Server, MySQL) and NoSQL databases (e.g, MongoDB, Redis).

- Familiarity with incident management and ticketing systems such as Jira, ServiceNow, or equivalent platforms