Technical Support Specialist ( Tier 3 Support Engineer)

We’re seeking a talented Technical Support Specialist (Tier 3)  to join our team and work on a long-term project. If you have a background in a support role and the ability to identify and resolve unique problems effectively, take your chance to apply.

Work at Exadel - Who We Are 

Since 1998, Exadel has been engineering its products and custom software for clients of all sizes. Headquartered in Walnut Creek, California, Exadel has 2,000+ employees in development centers across America, Europe, and Asia. Our people drive Exadel’s success and are at the core of our values.

About the Customer

The Customer is a custom software development company committed to providing quality IT solutions that facilitate and add value to clients’ businesses. They offer a full spectrum of custom software services, including web and mobile application development.

Requirements

• Bachelor's degree in Computer Science, Electrical Engineering, or a related field
• 5/6+ years of background in Tier 3 technical support or a related field
• Experience with troubleshooting complex software and system issues
• Competency in Database Platforms (such as Oracle, Snowflake, and Postgres), Big Data Platforms (such as Databricks, Hadoop, and Spark)
• Proficiency in Cloud environments (Azure, GCP, AWS) and Docker/Kubernetes
• Familiarity with programming languages such as Java, Python
• Knowledge of operating systems, databases, and networking protocols
• Ability to work independently and in a team environment
• Demonstrated ability to learn quickly and adapt to changing technologies and customer requirements
• Strong analytical and problem-solving skills
• Being open to on-call 1-2 times a month 
• Very high communication skills

English level

Upper-Intermediate+ 

Responsibilities

• Provide Tier 3 technical support for customers and internal teams
• Troubleshoot and resolve complex technical issues related to software and systems
• Work with Tier 1 and Tier 2 support teams to escalate issues as necessary
• Collaborate with software developers and other technical support engineers to resolve issues and provide solutions
• Analyze system logs and diagnostic data to identify and diagnose issues
• Reproduce Issues identified at the customer’s site in order to identify the root cause
• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides
• Stay up-to-date with the latest technologies, industry trends, and best practices related to Tier 3 technical support