Position Title:- L3 Support Engineer
Experience:- 5+ Years
Location:- Pune, MH (Onsite)
We are looking for a Level 3 Technical Support Engineer / SME with deep troubleshooting expertise across networking, security, virtualization, Linux/Windows systems, and cloud platforms.
The role involves handling complex production issues, performing root cause analysis, and working closely with engineering and DevOps teams to improve system reliability.
Key Responsibilities
- Provide Level 3 technical support for enterprise production environments
- Troubleshoot complex issues related to authentication, access policies, tunneling, routing, and performance
- Perform deep packet and log analysis using tools like tcpdump, Wireshark, and system logs
- Support deployments across on-prem, virtualized, and cloud environments
- Analyze and resolve issues involving:
- Virtualization: VMware, Hyper-V, KVM
- Cloud platforms: AWS, Azure
- Operating Systems: Linux and Windows
- Identity systems: Active Directory, LDAP, SSO, MFA
- Network security: Firewalls, WAFs
- Collaborate with Engineering and DevOps teams for RCA and bug fixes
- Create and maintain knowledge base (KB) articles
Technical Skills
- Strong understanding of enterprise IT infrastructure and support environments
- Hands-on experience with virtualization platforms (VMware ESXi / Hyper-V / KVM)
- Knowledge of AWS and Azure networking and security concepts
- Advanced troubleshooting on Linux and Windows systems
- Strong understanding of Active Directory (AD):
- Authentication flows
- Group Policies
- LDAP integrations
- SAML / SSO
- Strong networking fundamentals:
- TCP/IP, DNS, DHCP, routing, NAT
- VPN, SSL/TLS
- Experience with firewalls and WAF troubleshooting
- Familiarity with packet capture and log analysis tools
Soft Skills
- Strong analytical and problem-solving skills
- Ability to handle high-severity incidents (P1/P2)
- Excellent communication skills
- Customer-focused mindset
- Ability to work independently and in cross-functional teams
