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L2 / L3 Technical Support Engineer
Successfully
Req. VR-120513
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.
Key Responsibilities
L2 / L3 Support & Troubleshooting
Handle Level 2 and Level 3 incidents escalated from L1 support
Perform deep technical troubleshooting across applications, APIs, databases, and infrastructure
Analyze logs, metrics, and system behavior to identify root causes
Provide timely resolution while meeting SLA and SLO commitments
Must have
echnical Skills
Strong experience in application support or production support
Knowledge of:
Linux / Unix environments
Logs and monitoring tools (Splunk, ELK, Datadog, New Relic, etc.)
Databases (SQL / NoSQL)
APIs (REST, JSON, HTTP)
Basic scripting (Python, Bash, or similar) is a plus
Experience with cloud platforms (AWS, Azure, GCP) preferred
Nice to have
Preferred
ITIL knowledge or certification
Experience in 24x7 or on-call support models
Exposure to Agile / DevOps environments
Languages
English: C2 Proficient,Portuguese: C2 Proficient
Seniority
Senior
Remote United States, United States of America
Req. VR-120513
Technical Support (SL3)
Cross Industry Solutions
27/01/2026
Req. VR-120513
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