- Collaborate with Peers and Leaders Alike : ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed.

- We all set high standards and understand the importance of transparency at all levels.

- Weve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.

- Experience a High-Performance Culture and Clear Purpose : Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability.

- We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

- Location : Remote India.

Role Description :

- As a Technical Support Engineer III, youll act as a senior escalation resource within the SOC, managing complex technical incidents, overseeing automation efforts, and guiding junior engineers.

- You will ensure high system availability, perform detailed root cause analysis, and spearhead continuous improvements across production-support workflows.

- This role reports to the Manager, Software Operations Center (SOC).

What Youll Do :

- Serve as the primary escalation point for L1/L2 support on high-impact production issues.

- Analyze and resolve problems across endpoints (Windows, macOS, mobile devices), networking, cloud services, and critical enterprise applications.

- Perform detailed root cause analysis and develop preventative actions.

- Create automation scripts/tools to reduce manual resolution workloads.

- Manage IAM systems (e.g., Azure AD/Entra ID).

- Oversee ticket life cycle in Jira Service Management (or similar), including documentation, escalations, and SLA tracking.

- Develop and maintain knowledge base articles, SOPs, troubleshooting guides, and training content.

- Collaborate with software engineering, network, and cloud teams on infrastructure or application-level issues.

- Provide guidance and best practices in a remote-first, cloud-first environment.

What Youll Bring To The Table :

- Bachelors degree in Computer Science, Engineering, or related field.

- 5+ years of experience in technical support or operations, with at least 2 years in a senior or escalation role.

- Established expertise in troubleshooting complex production issues in high-availability environments.

- Programming & Frameworks : solid experience with .NET Framework and ability to debug .NET applications.

- Scripting & Automation : Proficiency in Python, PowerShell, or Bash for automation and operational tasks.

- Database Skills : Advanced knowledge of SQL for troubleshooting and performance tuning.

- Cloud Platforms : Hands-on experience with AWS, Azure, or GCP, including services for monitoring and scaling.

- Monitoring Tools : Familiarity with Datadog, PagerDuty, New Relic, or similar tools.

- CI/CD & Deployment : Understanding of pipelines and release processes for troubleshooting deployment issues.

- AI/ML Exposure : Knowledge of leveraging AI/ML for anomaly detection, predictive monitoring, and automating repetitive tasks.

- System Analysis : Ability to interpret logs, analyze performance metrics, and identify bottlenecks.

- Excellent communication skills and ability to work in a 24/7 support model.

Preferred Qualifications :

- Certifications in ITIL, SRE, or cloud technologies.

- Experience in e-commerce or logistics technology environments.

- Track record of implementing automation and process improvements.

Perks & Benefits :

- Medical, Term & Accidental Insurance.

- All Purpose Leave (casual & sick time) : 12 days.

- Earned Leave : 15 days.

- Public Holiday : 12 days.

- Generous Maternity & Paternity Leave.

- Quarterly Wellness Day.

- Work From Home Allowance.

- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob).

- We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job.

- If your experience is close to what you see listed here, please still consider applying.

- Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions