Platform Support Engineer (L3)

Overview

Platform Support Engineer (L3) providing seasoned, customer-facing technical support for the company platform, including ITSM processes and custom scoped applications.

What you'll do

• Provide support to users and administrators of the company platform.
• Support and contribute to the growth of best practices for delivery of support services.
• Ensure understanding of the company platform, cloud technologies and troubleshooting practices to successfully resolve challenging technical situations.
• Act as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.
• Engage with cross-functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
• Mentor less experienced team members in the various technologies.
• Perform any other related task as required.

What you'll need

• Seasoned working knowledge of the components in cloud/web applications.
• Seasoned understanding of network monitoring connectors such as SCOM, Solarwinds etc.
• Seasoned understanding of SNMP traps and MIBs/OIDs.
• Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
• Seasoned understanding of the HTTP/HTTPS Request and Response Cycle.
• Seasoned understanding of database concepts.
• Seasoned understanding of ITSM, CMDB and ITIL business process.
• Excellent troubleshooting/root cause isolation skills.
• Must be proficient with analyzing log files and standard debugging concepts.
• Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
• Seasoned understanding of email infrastructure/protocols.
• Seasoned understanding of Web Services (REST and SOAP) and authentication mechanisms: Single Sign-on, LDAP.
• Must have basic object-oriented programming skills.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.
• Ability to multi-task and work with high-value customer administrators and developers.
• Should be a team player working efficiently in a collaborative environment.
• Strong personal commitment to quality and customer service.
• Proven ability to maintain a professional demeanor when handling complex user issues.
• Bachelor's degree or equivalent in Information Technology or Computer Science or related field.
• Relevant ITIL certification.
• Seasoned experience providing customer-facing technical support.
• Seasoned experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM).

Nice to have

• Java, strongly preferred, for object-oriented programming skills.
• Seasoned demonstrated experience providing web development support.

Details

• Workplace type: Hybrid.
• Location: Bangalore, India.