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Tier 3 Support Engineer

Skills
Amazon Web ServicesComptia Network+Customer SuccessEnhanced Data Rates For GSM EvolutionLinuxReliability EngineeringRoot Cause Analysis
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 2-4 years of experience in technical support engineering site reliability engineering or a senior infrastructure/platform role
  • Deep expertise in networking and systems including TCP/IP routing firewalls VPNs Linux internals and edge or IoT architectures
  • Ability to read and navigate source code in Python Typescript Go and SQL to diagnose issues and collaborate with engineering
  • Proven track record of owning and resolving high-severity multi-stakeholder incidents end-to-end
  • Strong executive communication skills for leading technical bridges with enterprise customers under pressure
  • Experience building internal technical documentation escalation frameworks or support tooling

Nice to have

  • Customer focused
  • Analytical
  • Calm under pressure
  • Collaborative
  • Detail oriented

Day to day

  • Own the most complex and high-severity support escalations across the platform, spanning edge hardware networking AI inference and cloud infrastructure
  • Diagnose root causes at the code configuration and infrastructure level and partner closely with Engineering to drive permanent fixes
  • Serve as the authoritative technical escalation point for internal teams and communicate clearly with enterprise customer stakeholders during critical incidents
  • Identify systemic failure patterns improve troubleshooting frameworks and contribute to post-incident reviews and platform reliability