Technical Support III

Summary:

The Technical Support III role is designed for experienced professionals who excel in troubleshooting and managing complex technical issues. The ideal candidate will have a strong understanding of backend systems, APIs, logs, and telemetry, and will effectively handle high-impact escalations.

Responsibilities:

• Utilize strong technical troubleshooting skills to analyze backend systems, API configurations, logs, telemetry signals, and system dependencies.
• Investigate both customer-reported tickets and system-generated alerts to identify root causes by tracing issues across upstream and downstream components.
• Serve as an escalation point for high-priority and executive-level escalations requiring detailed root cause analysis within defined timelines.
• Understand large-scale distributed systems and pinpoint issues across multiple components.
• Monitor ticket queues, acknowledge alerts, and handle high-priority cases in a rotation-based queue monitoring model.

Requirements:

• 5-7 years of application/technical support experience.
• Experience with backend systems, APIs, logs, and telemetry.
• Hands-on experience with Datadog or similar monitoring platforms.
• Basic programming knowledge with strong troubleshooting capability.
• Experienced in root cause analysis and incident management.
• Comfortable handling high-impact, leadership-level escalations.

Required Skills:

• Hands-on experience with monitoring and telemetry tools.
• Strong understanding of logs, error codes, APIs, and backend systems.
• Basic programming knowledge in any language (Java, Python, Shell Scripting, Batch Scripting, etc.).
• Strong analytical and problem-solving skills.

Preferred Skills:

• Experience with AI tools and automation workflows for L1/L2 activities.
• Capability to validate AI-generated outputs, assess accuracy, and use insights for root cause analysis.
• Familiarity with telemetry platforms such as Grafana, Splunk, Kibana, etc.

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