L2 / L3 Technical Support Engineer

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Remote United States, United States of America

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Technical Support (SL3)

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Cross Industry Solutions

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27/01/2026

Req. VR-120513

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Project description

Role Summary

The L2/L3 Technical Support Engineer provides advanced technical support for enterprise applications and platforms. This role focuses on incident resolution, root-cause analysis, and system stability, working closely with engineering, DevOps, and product teams to resolve complex issues and prevent recurrence.

Responsibilities
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Key Responsibilities

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L2 / L3 Support & Troubleshooting

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Handle Level 2 and Level 3 incidents escalated from L1 support

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Perform deep technical troubleshooting across applications, APIs, databases, and infrastructure

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Analyze logs, metrics, and system behavior to identify root causes

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Provide timely resolution while meeting SLA and SLO commitments

Skills

Must have

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echnical Skills

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Strong experience in application support or production support

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Knowledge of:

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Linux / Unix environments

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Logs and monitoring tools (Splunk, ELK, Datadog, New Relic, etc.)

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Databases (SQL / NoSQL)

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APIs (REST, JSON, HTTP)

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Basic scripting (Python, Bash, or similar) is a plus

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Experience with cloud platforms (AWS, Azure, GCP) preferred

Nice to have

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Preferred

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ITIL knowledge or certification

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Experience in 24x7 or on-call support models

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Exposure to Agile / DevOps environments

Other
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Languages

English: C2 Proficient,Portuguese: C2 Proficient

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Seniority

Senior

Remote United States, United States of America

Req. VR-120513

Technical Support (SL3)

Cross Industry Solutions

27/01/2026

Req. VR-120513

Apply for L2 / L3 Technical Support Engineer in Remote United States

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