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L3 Support Engineer

Experience Required:  2 to 4 Years
Job Location: Remote
Shift Timings: Regular Shift (Mon – Fri)

Technical responsibilities:

  • Candidate will be responsible to provide L3 Support to the customers, L1 and L2 teams and help developer team to sort out problems and find out solutions
  • Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
  • Take ownership on customer reported issues and analyze problems by using your logical and analytical abilities and provide solutions.
  • To the point and good communication over verbal and written to understand the problems reported by customer and bridge between Dev, customer and L1/L2 engineers
  • Perform remote software firmware updates of devices and small technical fixes in the applications
  • Get involved in bug fixing, analysis of RMA units and do RCAs, fill in RCA sheets (D8/D5 forms).
  • Work on scripting and data analysis tooling to collect and analyze the data
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues with SLAs timeline
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers.
  • Use of JIRA or Zendesk to track all issues and fixes
  • Able to prioritize and multi-task in a fast-paced environment and work with a multi-cultural global team
  • Willingness to travel to project locations in different countries

Other responsibilities:

  • Customer front facing
  • Bringing value addition to the customer
  • Team building
  • Coordinate with the cross Department to resolve the dependencies in the project
  • Should be proactive, enthusiastic and love challenges

Technical Skills:

  • Excellent analytical and problem-solving skills
  • Excellent Programming Skills in C
  • Extensive Knowledge of Unix/Linux Commands and scripting.
  • Experience in working with OS Linux, File system, booting process and customization, bsp, middle layer and application layer hands-on experience
  • Experience in wireless communication technology (Sub GHz and/or 2.4 GHz)
  • Basic hardware-networking skills, understanding of Embedded Systems (SW and HW)
  • Issue tracking system, preferably JIRA.
  • Working experience of on bare metal, RTOS, device driver development is an added advantage
  • Good to have working experience in Technical Support Engineer (L3) or as a Embedded developer

Education Criteria:

  • B.E. / B.Tech – Electronics, Electronics & Communication, Computer/IT engineering
Job Category: Support
Job Type: Full Time
Job Location: Remote

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