Enterprise Technical Support Specialist (L3)

Position:

Enterprise Technical Support Specialist (L3)

Work Location:

Hyderabad

Ideal Candidate Profile

Education & Professional Experience

• 5+ years of hands-on experience in enterprise technical support, production support, or L3 engineering roles.
• Bachelors (BE/B.Tech) or Masters (MS) degree in Computer Science, Information Technology, Business Administration, or a related field.

Skills & Attributes

Good to have:

• Email systems: SMTP, IMAP, POP3
• REST API, JSON
• HTML, CSS, JavaScript

Job Overview

Enterprise Technical Support Specialist (L3)

The ideal candidate exhibits exceptional analytical rigor, impeccable communication skills, and an unwavering attention to detailensuring complex issues are triaged accurately, escalated appropriately, and resolved with urgency and precision.

Enterprise Technical Support Specialist (L3)

Core Responsibilities

• Serve as the L3 escalation authority

  for complex customer issues, ensuring rapid, accurate triage and resolution while maintaining enterprise-class communication standards.

• Perform expert-level diagnostics

  by analyzing logs, email headers, workflows, API interactions, integration points, UI behavior, and delivery paths to determine precise root causes.

• Ensure disciplined ticket management,

  including verifying technical accuracy, maintaining high-quality updates, and monitoring ticket aging, severity, and prioritization across the queue.

• Guide tickets into the correct path

  by identifying which issues require engineering intervention, configuration adjustments, customer-side remediation, or workflow changes.

• Partner closely with Engineering and Product teams

  to help prioritize customer-impacting defects and enhancement requests for inclusion in the appropriate sprint cycles.

• Champion escalations management,

  providing structured updates, timeline clarity, and fully audit-ready documentation during high-visibility or high-severity incidents.

• Act as the communication bridge

  between enterprise customers and internal technical teams, ensuring all messages are accurate, risk-aware, and appropriately framed for each audience.

• Proactively monitor active escalations,

  identifying risks, blockers, or emerging concerns before they impact timelines or customer satisfaction.

• Evaluate recurring patterns

  across customer issues and collaborate with Product/Engineering to influence long-term fixes, roadmap considerations, and preventive solutions.

• Review, validate, and improve ticket documentation

  from L1/L2 teams, ensuring proper troubleshooting steps, logs, and evidence are captured ahead of engineering escalation.

• Conduct workflow and configuration assessment

  s to determine whether issues stem from misconfigurations, user behavior, integrations, or system behavior.

• Support API-focused troubleshooting,

  including request analysis, response interpretation, schema validation, authentication issues, and edge-case behavior.

• Inspect front-end inconsistencies

  using developer tools to isolate rendering issues, script errors, workflow breakpoints, or product navigation problems.

• Participate in deployment cycles and post-release validation,

  ensuring enterprise customers experience stable, predictable outcomes after changes go live.

• Create and maintain high-quality documentation

  such as RCAs, internal troubleshooting guides, KB articles, and best-practice workflows.

• Provide periodic insights to leadership,

  highlighting top customer pain points, systemic challenges, product gaps, and opportunities for service improvement.

• Ensure customer confidence through proactive communication,

  pre-empting concerns and providing mitigation strategies for known or emerging risks.

Enterprise Communication & Soft Skills

• Executive-caliber articulation:

  Delivers clear, concise, and audience-appropriate communicationwhether addressing IT admins, security teams, or senior business leaders.

• Expectation management:

  Sets realistic timelines during escalations without overpromising; maintains professionalism under pressure.

• Confidentiality & discretion:

  Protects product IP, sensitive diagnostics, and roadmap information while still offering meaningful clarity.

• Strategic transparency:

  Provides actionable insights and workarounds without compromising internal processes or proprietary details.

• Empathetic professionalism:

  Navigates challenging conversations with composure, empathy, and authoritative guidance.

• Cross-functional fluency:

  Translates customer issues into precise, actionable inputs for engineering and product teams.

• Incident-ready communication:

  Crafts structured, audit-ready updates for major incidents or high-impact escalations.

• Proactive reassurance:

  Anticipates client concerns, communicates mitigation steps early, and reinforces confidence in the product and support process.

Technical Competencies

• Email Infrastructure:

  SMTP, IMAP, POP3, email headers, delivery diagnostics

• APIs & Integrations:

  REST APIs, JSON, authentication models, Postman

• Front-End Fundamentals:

  HTML, CSS, JavaScript, browser console troubleshooting

• Data & Logs:

  Application log analysis, SQL basics, and diagnostic tooling

• Ticketing Systems:

  Experience with Jira, Zendesk, Freshdesk, ServiceNow, or similar platforms.

Preferred Experience

• Prior exposure to enterprise-scale environments with complex customer demands.
• Background in L2/L3 support, production support, or enterprise customer success engineering.
• Experience managing high-severity issues with strict SLAs and multi-team coordination.

Join RPost and be part of a team where technical excellence, communication mastery, and enterprise leadership converge a role designed for professionals with ambition and expertise.