L4 Support Engineer - Python

Job Description :

Key Responsibilities :

Advanced Troubleshooting :

- Diagnose and resolve complex technical issues escalated from L1, L2, and L3 support teams.

- Perform deep-dive analysis to identify root causes and implement permanent fixes.

- Utilize advanced debugging and performance tuning techniques.

Technical Expertise :

- Provide expert-level support for various technologies, including databases, networking, operating systems, and applications.

- Maintain up-to-date knowledge of industry trends, best practices, and emerging technologies.

- Develop and maintain technical documentation and knowledge base articles.

Collaboration :

- Work closely with engineering and product development teams to identify and resolve product defects.

- Collaborate with cross-functional teams to provide input on product improvements and new features.

- Act as a technical liaison between support and development teams.

Process Improvement :

- Identify and implement process improvements to enhance support efficiency and effectiveness.

- Develop and deliver training sessions for L1, L2, and L3 support teams.

- Contribute to the development of support tools and automation scripts.

Customer Focus :

- Ensure timely and effective resolution of customer issues to maintain high levels of customer satisfaction.

- Provide clear and concise communication to customers and internal stakeholders.

- Manage critical incidents and provide regular updates to customers and management.

Required Qualifications :

Education : Bachelor's degree in Computer Science, Engineering, or a related field.

Experience : 5 to 8 years of experience in a technical support role, with at least 2 years in an L3 or L4 support capacity.

Technical Skills :

- Proficiency in troubleshooting complex technical issues across various domains (networking, databases, operating systems, etc.

- Strong knowledge of scripting languages such as Python, Bash, and PowerShell.

- Experience with database technologies like MySQL, MongoDB, and Cassandra.

- Familiarity with cloud platforms (AWS, GCP, Azure) and containerization technologies (Docker, Kubernetes).

- Understanding of ITIL framework and incident management processes