L3 Support Engineer

Job Title: L3 Support Engineer

Location: Bangalore

Job Type: Full-time

About Us: WorkflowLabs is a leading product-based organization in the media and broadcast industry dedicated to delivering high-quality products and services. We are looking for a knowledgeable and proactive L3 support engineer to join our support team.

Job Description:

As an L3 Support Engineer, you will play a critical role in identifying and fixing complicated technical client problems with our products that arise from hardware and operating system malfunctions as an L3 Support Engineer. To find performance bottlenecks, improve system performance, and resolve sporadic problems that compromise system stability and user experience, you will collaborate closely with our engineering and support teams.

Key Responsibilities:

• Troubleshoot performance issues: Analyze and debug performance bottlenecks in systems and applications, providing timely resolutions and recommendations for performance enhancement.
• Manage OS Issues: Diagnose and resolve operating system-related issues, including installation, configuration, and maintenance of various OS environments.
• Optimize Operating Systems: Conduct OS-level optimizations, including tuning system parameters, managing system resources, and enhancing process scheduling for optimal performance.
• Identify Hardware Problems: Monitor and troubleshoot hardware-related concerns, including server hardware, peripherals, and network devices.
• Hardware-Level Optimizations: Implement hardware configurations and optimizations, such as RAID setups, memory tuning, and CPU affinity adjustments, to maximize performance.
• Utilize iostat: leverage iostat for monitoring system input/output device loading to identify potential performance bottlenecks and resource utilization trends.
• Log Analysis: Review and interpret log files from various systems to uncover issues related to performance and stability.
• Provide Technical Guidance: Offer expert-level support to L1 and L2 teams, assisting with complex cases that require deep technical expertise.
• Documentation: Maintain detailed documentation of issues, solutions, and troubleshooting steps to enhance knowledge sharing and the support process.
• Collaboration: Work closely with software development and hardware engineering teams to address recurring issues and implement long-term solutions.
• Performance Monitoring: Utilize monitoring tools to continuously evaluate system performance and implement proactive measures to prevent issues.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience (min. 2 years) in a Level 3 Support role or similar position.
• Strong troubleshooting skills with a deep understanding of operating systems (Linux, Windows, etc.) and hardware components.
• Experience with performance analysis tools and techniques, including iostat.
• Familiarity with networking concepts and protocols.
• Excellent analytical and problem-solving skills.
• Strong communication skills, both verbal and written.