Overview
We are seeking an experienced and highly skilled Level 3 Support Engineer to join our team, focusing on supporting and troubleshooting our up-and-running system.
As a Level 3 Support Engineer, you will be responsible for providing expert-level technical support, diagnosing and fixing intricate issues, and working closely with development teams to improve and enhance the system.
Key Responsibilities
Resolve complex technical issues by applying structured troubleshooting methods to remediate system errors, integration problems, and performance issues.
· Take ownership of escalated issues from Level 1 and 2 support teams and ensure prompt resolution.
· Collaborate with developers and engineers to identify root causes and implement system fixes and enhancements.
· Perform advanced configurations and updates to ensure optimal performance of the system.
· Conduct deep analysis to identify the underlying causes of recurring issues and provide long-term solutions.
· Provide high-level support to business and operation teams, offering clear solutions and guidance to resolve issues.
· Create and maintain comprehensive technical documentation on system configurations, integrations, and detailed troubleshooting guidelines to efficiently resolve issues.
Requirements
· Minimum of 3 years in technical support, with preferable experience in enterprise systems or loyalty platforms.
· Proficient in system administration, troubleshooting software applications, and working with APIs and databases
· Strong analytical skills for diagnosing and resolving complex technical issues.
· Capable of utilizing monitoring tools like Graylog, Elastic Search; for log analysis to identify potential issues and trends.
· Experienced in analyzing system logs and configurations files with XML and JSON formats.
· Medium knowledge in Microsoft SQL Server database, and able to debug SQL queries.
· Good understanding of the structure of application built with C# .NET Core/.NET Framework and React.js
· Excellent written and verbal communication skills to interact effectively with business, operations, and developers.
· Basic knowledge of loyalty programs, rewards and redemption processes, and promotions management is desirable.
· Bachelor’s degree in Computer Science, Information Technology, or related field.
What We Do
Innovation Team is an IT consulting company that provides a comprehensive range of specialized professional solutions and services to businesses.
Headquartered in Toronto, Canada, and branches serving other regions in the world, Innovation Team seeks to assist businesses operating in various industries to achieve their business objectives and to perform their day-to-day operations as competently and as efficiently possible.
Our solutions and services are delivered at the hands of some of the most dedicated professionals in the field. In providing our scope of offerings, we work closely with vendors/manufacturers, experienced consulting firms, and system integrators; ensuring all our clientele receive optimum and timely services, consistently.
