The Role
Provides L3 escalation support for NetSuite production environments, resolving complex functional and technical incidents, performing root cause analysis, optimizing workflows and integrations, supporting upgrades and releases, and implementing minor SuiteScript customizations. The role troubleshoots APIs and middleware, ensures SLA adherence, documents solutions, mentors L1/L2 engineers, and collaborates with US-based clients and global teams.
Summary Generated by Built In
Location: Baner, Pune
Employment Type: Full-Time
Shift: Open for EST to PST
About the Role
We are looking for a Senior Technical Support Engineer (L3) to serve as the highest level of functional and technical escalation for NetSuite production support. The role involves resolving complex issues, supporting integrations, optimizing system performance, implementing minor customizations, and providing technical leadership within the support team.
Key Responsibilities
- Act as the primary escalation point for critical NetSuite production issues.
- Resolve complex functional and technical incidents within SLA.
- Perform advanced root cause analysis and recommend long-term solutions.
- Configure and optimize NetSuite workflows, forms, records, and customizations.
- Develop and support minor SuiteScript enhancements when required.
- Troubleshoot integrations involving RESTlets, SuiteTalk, REST/SOAP APIs, Boomi, Celigo, and middleware platforms.
- Optimize Saved Searches, SuiteAnalytics, dashboards, and system performance.
- Review production changes prior to deployment and support release management.
- Support NetSuite upgrades, production migrations, and post-release validation.
- Mentor L1 and L2 engineers through technical coaching and knowledge-sharing.
- Prepare technical documentation, knowledge articles, and best practice guidelines.
- Collaborate directly with US-based clients and cross-functional teams during overlapping business hours.
- Ensure SLA adherence, customer satisfaction, and continuous service improvement.
- Follow ITIL Incident, Problem, Change, and Request Management processes.
Technical Skills
- SuiteBuilder
- SuiteFlow
- SuiteScript 2.x (Basic to Intermediate)
- SuiteAnalytics
- RESTlets & SuiteTalk
- REST/SOAP APIs
- SDF (SuiteCloud Development Framework)
- Git & Azure DevOps (Basic)
- Integration troubleshooting (Boomi, Celigo, REST APIs)
- Ticketing tools (Jira, ServiceNow, Azure DevOps)
Functional Knowledge
- Financial Management
- Order-to-Cash (O2C)
- Procure-to-Pay (P2P)
- Inventory Management
- CRM
- OneWorld
- Revenue Management
- Multi-Subsidiary Operations
Preferred Qualifications
- Bachelor's degree in Computer Science, IT, Engineering, or related field.
- 4+ years of ERP/Application Support experience.
- Minimum 4 years of hands-on NetSuite support experience.
- NetSuite SuiteFoundation Certification (Preferred).
- NetSuite ERP Consultant Certification (Good to Have).
- ITIL Foundation Certification (Preferred).
- Experience supporting US-based clients and global support teams.
Soft Skills
- Excellent leadership and mentoring skills.
- Strong client-facing communication.
- Advanced analytical and troubleshooting abilities.
- Ability to work independently under pressure.
- Strong customer service orientation and commitment to operational excellence.
These three JDs establish a clear support career progression:
- L1: User support, ticket resolution, and basic troubleshooting.
- L2: Advanced functional support, configuration, integrations, and mentoring.
- L3: Technical leadership, complex issue resolution, optimization, and production governance.
Skills Required
- Bachelor’s degree in Computer Science, IT, Engineering, or a related field
- 4+ years of ERP or application support experience
- At least 4 years of hands-on NetSuite support experience
- NetSuite SuiteFoundation Certification
- NetSuite ERP Consultant Certification
- ITIL Foundation Certification
- Experience supporting US-based clients and global support teams
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The Company
What We Do
Blueflame Labs is a bootstrapped global technology consulting firm founded in India, with offices in Kansas City and London. It helps businesses modernize through AI-driven IT consulting and custom AI services, including predictive analytics and machine-learning models. The company also delivers Salesforce, NetSuite, Microsoft, cloud, custom application-development, enterprise-mobility, and intelligent-automation solutions for clients worldwide across diverse industries and business needs.
