Technical Support Engineer 3

Job Description

Technical Support Engineer 3- (Night Shift) Role & Responsibilities Provide Level 3 support for our Stream+ platform. Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact. Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes. Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance. Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently. Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference. Assist in the release of hotfixes or patches in coordination with the development team. Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution. Share feedback with product and engineering teams regarding product supportability and customer pain points. This role requires to work from 8:00 AM to 5:00 PM CST hours. Requirements & Qualifications 5+ years of experience in a technical support role Strong proficiency in at least one programming language – Ruby, Golang, Python or Javascript. Solid knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting. Strong understanding of REST APIs and experience in troubleshooting API-related issues Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch) Proven experience in conducting root cause analysis (RCA) and resolving production issues. Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs). Excellent communication skills to effectively interact with customers and internal teams. Ability to work independently and resolve production issues in high-pressure environments. Previous experience in CST shifts or a support-oriented role is preferred.