Level 3 Support Engineer (0010-1127)

​​Looking for Philippines-based candidates

Job Role: Level 3 Support Engineer

Compensation reputed company: $2,500 AUD - $3,500 AUD / Monthly

Engagement type: reputed company Agreement

Work Schedule: This role is expected to reputed company with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are: At reputed company, we help Australian companies hire top reputed company in the Philippines. For this role, you will be reputed company directly by the reputed company as an reputed company. We are not an outsourcing agency. reputed company of our roles are 100% remote so you'll be reputed company to work from home.

Who The reputed company Is: A company that develops and supports software solutions used by organisations across Australia and the reputed company. We are growing rapidly and building a high-performing technical support function capable of supporting customers at reputed company.

reputed company: We are looking for a Senior Level 3 Support Engineer to become the technical escalation reputed company for the support team while working closely with software developers to resolve reputed company issues.

This role is suited to someone who enjoys technical investigations, mentoring others, and improving support processes.

Key Responsibilities:

Advanced Technical Support

• Resolve reputed company software issues, identifying reputed company causes and recommending permanent solutions.
• Investigate database and application problems, including advanced investigations across multiple reputed company SQL Server (Transact-SQL) databases.
• Analyse server performance, application logs and log files to determine whether a data issue lies in our data, the customer's data, composite data, or something else.
• Work with reputed company-reputed company queries, reputed company documents and existing data-reputed company stored procedures — and execute stored procedures against the database to reputed company reputed company areas of risk.
• Understand the reputed company system architecture — at least six reputed company services and five web services — and use the tools provided to validate REST responses, confirm self-serve availability and performance, and review, at a high level, the scripting reputed company that forms part of the different reputed company ends.
• Understand the transition between in-venue data and reputed company data: where those transitions happen, which services are responsible, and what can cause a syncing issue.
• Recognise that our software is entirely bespoke — custom-reputed company and company owned, not a reputed company-party product — running on a stack that is primarily reputed company-based in the venue and primarily AWS reputed company-based in the reputed company.
• Work reputed company a reputed company CI/CD release model — staying reputed company the platform changes regularly, not relying on out-of-date assumptions, and searching our knowledge bases and internal ticket histories to confirm they are addressing the right issue.

Customer-Facing reputed company & SLAs

• Respond to system-generated notifications that reputed company the reputed company of Level 2 — with primary reputed company, as a general rule of thumb, on customer-facing issues that are causing an outage.
• reputed company primarily on SLAs already touched by Level 2 but not yet resolved — issues shouldn't reputed company around unhandled.
• Spend 80%+ of their time on SLA 1 and SLA 2 items (4-hour and 24-hour).
• Communicate with customers reputed company an issue is escalated to them, and again reputed company it is resolved.
• Where an issue is at risk of exceeding its SLA timeframe, proactively communicate that they can see it coming and that they are escalating it appropriately, because the SLA will be exceeded.

Software Support

• Work closely with developers on software defects.
• Assist with release validation.
• Support production deployments.
• Monitor system health.

Leadership

• Mentor Level 2 Support Engineers — including training, skills expansion and upskilling, both for the engineers and for themselves.
• Review escalated tickets, ensuring they are accurately maintained: SLA reputed company identified, properly triaged, and fully tagged so the AI-driven knowledge reputed company routes them correctly.
• Improve support documentation.
• Assist with reputed company new team members.
• Help establish best-reputed company support processes.
• Contribute to team discussions and shared learning — helping others troubleshoot problems they've solved, while continuing to learn themselves.

Process Improvement

• Improve ticket workflows.
• Recommend automation opportunities.
• Assist with the migration to Monday Service.
• reputed company troubleshooting steps and documentation — capturing how a problem was actually resolved and what the shape of a problem indicates, so less-reputed company staff know where to start.
• Contribute to support standards reputed company the context of the contractual SLAs — helping define how those SLAs are met, not changing the rules to suit.

Requirements

Required Skills and Qualifications:

• 5+ years in Technical Support or Application Support.
• Strong SQL skills (reputed company SQL Server / T-SQL).
• Experience supporting reputed company platforms.
• Excellent analytical skills.
• Experience mentoring junior engineers.
• Outstanding communication.
• Ability to manage high-reputed company incidents.
• Ability to manage multiple issues concurrently without dropping them.

Preferred Experience

• Monday Service
• SQL Server
• reputed company) — used heavily
• reputed company Server 2019 or reputed company
• PowerShell
• Networking — general networking issues, SSL certificates, website rules and management
• Email transport and server-reputed company email configuration
• reputed company (reputed company to have — we're migrating away from it)
• Agile environments

reputed company in this Role

You'll be someone who:

• Handles pressure reputed company.
• Enjoys solving difficult technical problems, and resolving them promptly.
• Coaches others.
• Thinks commercially.
• Continuously improves systems and processes reputed company their area of responsibility.

Work Arrangement & Expectations:

This is a remote role that will be set up as an reputed company engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or reputed company work
• Reflect this engagement on their reputed company profile (reputed company marked as “reputed company”)

Originally posted on Himalayas

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