As a Tier 3 Support Engineer, you will be responsible for resolving complex technical issues escalated from Tier 1 and Tier 2 support teams. You will work closely with customers, software developers, and other technical support engineers to provide timely and effective solutions to issues related to our products and services. You will also be responsible for troubleshooting, analyzing, and resolving software and platform issues, as well as identifying root causes and providing recommendations for long-term solutions.
Our product delivers data-centric security and compliance with data-flow discovery, real-time monitoring, behaviour analytics, and protection across web and enterprise applications (on-prem and on-cloud) and big data environments. Organizations deploy this to ensure data is accessed on a need-to-know basis, providing an industry-leading GDPR compliance technology, while protecting from careless and malicious abuse. Their policy engine centrally delivers row and field-level access controls, risk-based user activity auditing and monitoring across platforms.
responsibilities :
Provide Tier 3 technical support for customers and internal teams
Experience with Database Platforms (such as Oracle, Snowflake, Postgres), BigData Platforms (such as Databricks, Hadoop, Spark)
Troubleshoot and resolve complex technical issues related to software and systems
Work with Tier 1 and Tier 2 support teams to escalate issues as necessary
Collaborate with software developers and other technical support engineers to resolve issues and provide solutions
Analyze system logs and diagnostic data to identify and diagnose issues
Reproduce issues identified at the customer’s site in order to identify the root cause
Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides
Stay up-to-date with the latest technologies, industry trends, and best practices related to Tier 3 technical support
requirements-expected :
Bachelors degree in Computer Science, Electrical Engineering, or a related field
Experience in Tier 3 technical support or a related field
Strong analytical and problem-solving skills
Excellent English written and verbal communication skills
Experience with troubleshooting complex software and system issues
Experience with Cloud environments (Azure, GCP, AWS), and Docker/Kubernetes
Familiarity with programming languages such as Java, Python
Knowledge of operating systems, databases, and networking protocols
Ability to work independently and in a team environment
Demonstrated ability to learn quickly and adapt to changing technologies and customer requirements
