Get the chrome extension Technical Support Engineer L3
Tekfortune Inc.
Role: Technical Support Engineer L3
Location: Chicago, IL, USA
Duration: Long term
Required Skills: technical Support
Job Description:
Position Summary
We are seeking an experienced Technical Support Engineer at the L3 level to provide onsite support for enterprise data engineering platforms. The successful candidate will serve as the primary technical interface at the customer location, own complex production issues through resolution, and coordinate closely with offshore engineering and support teams.
This role requires deep expertise in AWS-based data services, PySpark, AWS Glue, Databricks, Amazon Redshift, and SQL, along with strong debugging, stakeholder-management, and communication skills.
Key Responsibilities
- Provide L3 production support for data engineering applications, ETL/ELT pipelines, batch workflows, and analytical data platforms.
- Own complex incidents from initial triage through resolution, including log analysis, data validation, defect isolation, root cause analysis, recovery, and preventive-action tracking.
- Troubleshoot and resolve issues across AWS Glue, Amazon Redshift, Databricks, PySpark applications, SQL workloads, and related AWS services.
- Diagnose data mismatches, pipeline failures, performance degradation, dependency issues, access problems, and environment or configuration defects.
- Write and optimize complex SQL queries for troubleshooting, reconciliation, data-quality validation, and performance analysis.
- Debug PySpark and Spark-based workloads using execution plans, job logs, cluster metrics, Spark UI, and application diagnostics.
- Monitor production platforms, identify risks proactively, and ensure incidents and service requests are resolved within agreed SLAs.
- Lead incident bridges for critical production issues and provide timely, accurate updates to technical teams, business stakeholders, and customer leadership.
- Coordinate daily with the offshore support and data engineering teams, including work allocation, technical handoffs, follow-ups, knowledge transfer, and status reporting.
- Partner with data engineering, platform, infrastructure, DevOps, security, QA, and vendor teams to implement permanent fixes and maintain platform stability.
- Collaborate with different Business Units at the customer site to understand impact, prioritize issues, clarify requirements, and communicate resolution plans.
- Support release, deployment, change, and post-production validation activities across development, test, and production environments.
- Prepare and maintain runbooks, troubleshooting guides, known-error records, incident reports, RCA documents, and operational dashboards.
- Identify opportunities to automate repetitive support activities, improve monitoring and alerting, and reduce manual recovery effort.
- Mentor L1/L2 support engineers and enable the offshore team to resolve recurring issues independently.
- Participate in an on-call or extended-hours support rotation when required for business-critical incidents.
Roles & Responsibilities
- Strong hands-on experience with AWS data services, particularly AWS Glue, Amazon Redshift, Amazon S3, IAM, and Amazon CloudWatch.
- Strong proficiency in PySpark, Spark SQL, and distributed data-processing concepts.
- Hands-on experience supporting and troubleshooting Databricks jobs, notebooks, workflows, clusters, and runtime environments.
- Advanced SQL skills, including complex joins, analytical functions, stored procedures, query-plan analysis, and performance tuning.
- Strong debugging and problem-solving ability across data pipelines, application code, job orchestration, databases, and cloud infrastructure.
- Experience with ETL/ELT processing, data warehousing, data lakes, data-quality controls, reconciliation, and large-volume data handling.
- Knowledge of Redshift workload management, distribution and sort keys, query optimization, connectivity, and operational troubleshooting.
- Experience using monitoring, logging, alerting, and ticketing tools for production support and incident management.
- Working knowledge of Git-based version control, CI/CD processes, deployment practices, and environment promotion.
- Familiarity with Python or shell scripting for diagnostics, automation, and operational tooling.
Required Professional Skills
- Excellent customer-facing communication and stakeholder-management skills.
- Proven ability to coordinate effectively between onsite stakeholders and offshore delivery teams across time zones.
- Strong ownership, prioritization, and decision-making skills in high-pressure production situations.
- Ability to explain technical issues, business impact, workarounds, and resolution plans to both technical and non-technical audiences.
- Strong documentation, analytical, and attention-to-detail skills.
- Ability to work independently at the customer site while maintaining close alignment with the wider engineering organization.
Qualifications and Experience
- 6 8 years of overall experience in technical support, production support, data engineering, or a related discipline, including substantial L3 support responsibilities.
- Bachelor s degree in Computer Science, Information Technology, Engineering, or a related field.
- Demonstrated experience working onsite at a customer location and coordinating with offshore teams.
- Proven experience supporting business-critical data platforms in production environments.
Preferred Experience
- AWS or Databricks certification.
- Experience with Airflow or AWS Managed Workflows for Apache Airflow, AWS Step Functions, Lambda, or similar orchestration services.
- Exposure to ServiceNow, Jira, or comparable IT service-management platforms.
- Experience defining SLAs, operational metrics, knowledge-management practices, and continuous-improvement initiatives.
- Experience in a regulated or large enterprise customer environment.
For more information and other jobs available please contact our recruitment team at (url removed). To view all the jobs available in the USA and Asia please visit our website at (url removed).
(1116115) Telematics Technical Support Engineer
Diversified Services Network, Inc.
Telematics Technical Support Engineer
Diversified Services Network, Inc. (DSN) is seeking a full-time Telematics Technical Support Engineer to join our team in Mossville, IL. We offer full benefits, PTO, 401k, and more! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!
Position Overview
The Telematics Technical Support Engineer serves as the next-level escalation resource for Tier 2 Customer Support, resolving complex and critical telematics issues across a broad portfolio of heavy equipment products used in industries worldwide. This role combines hands-on technical troubleshooting with dealer support and cross-functional collaboration to drive issue resolution and improve customer outcomes.
Key Responsibilities
• Take ownership of escalated telematics tickets from Tier 2 Customer Support counterparts seeking advanced technical expertise.
• Diagnose and troubleshoot telematics and connectivity issues remotely, working directly with dealers to gather information and implement solutions.
• Resolve routine issues independently and escalate critical issues internally, partnering with the Technology Service Engineering team to define guidance and next steps for Engineering.
• Collaborate with peers and cross-functional Product Support and Engineering teams to drive timely resolution of complex issues.
Requirements
Required Qualifications
• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 1–2 years of relevant experience; internship experience is accepted.
• Basic understanding of troubleshooting theory.
• Electrical background with the ability to read and interpret schematics.
• Understanding of J1939, Ethernet, and Modbus protocols.
• Ability to leverage a variety of data sources, including AI tools, to research and solve technical problems.
• Strong technical communication skills, both written and verbal.
Benefits
- 401(k)
- Dental insurance
- Vision Insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid Holidays
Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! (url removed)
Salary expectations: (phone number removed) per annual
Technical Support Engineer
LanceSoft Inc
Location: Herndon, VA (Onsite)
Duration: 12+ Months (Temp to Perm)
Pay Rate: $40.00/Hr. to $45.00/Hr. on W2 (All Inclusive)
Job Description:
• Investigates and resolves trouble tickets that are escalated to Tier II from the NOC.
Escalates to Tier III as necessary.
• Reviews and evaluates and sometimes provides approvals as necessary to all system maintenance requests.
• Tracks progress of all O&M field maintenance operations and provides to O&M Director on a weekly basis.
• Creates monthly system performance reports to support program meetings.
• Supports system troubleshooting activities.
• Works with other members of the team to generate creative and innovative solutions to issues.
• Participates on the development and reviews of the status reports to evaluate system performance and identify anomalies or problems.
• Documents test results and provide test progress and reports that will be used in assessing progress.
• Supports Trouble Ticket System customization projects.
• Supports a 24/7/365 facility. Note: Support may be required after hours, weekends, and holidays.
Qualifications:
• Bachelor’s Degree and minimum 4 years of prior relevant experience. Graduate Degree and a minimum of 2 years of prior related experience. In lieu of a degree, minimum of 8 years of prior related experience.
• Radio frequency and antenna systems background desired.
Preferred Additional Skills:
• Radio frequency and antenna systems background desired.
• Strong technical troubleshooting skills, familiar with Unix or Linux operating systems.
• Strong time management skills.
• Strong analytical and problem-solving skills.
• A results-oriented individual who thrives on working in a fast-paced environment.
• Excellent English verbal and written communication skills.
• Candidate should be competent with the use of all programs in the Microsoft Office suite
Technical Support Engineer II
Flywire
The Opportunity
We are seeking a highly motivated and talented Technical Support Engineer II to work directly with customers and cross-functional teams on daily support and operational tasks. In this role, you will support Flywire’s Student Financial Services (SFS), eStore, and TPI products for our clients across the U.S. and Canada.
A unique and critical aspect of this role is proactively leveraging AI tools (such as Claude and Gemini) as a smart personal assistant to automate day-to-day TSE workflows, maintain internal repositories, assist with issue investigations, and streamline client communications.
Key Responsibilities:
Technical Support & Troubleshooting
- Ticket Management: Manage and resolve customer and departmental tickets efficiently, ensuring the highest quality standards while strictly adhering to SLA requirements.
- Deep Research: Work hands-on with web-based products and command-line tools to thoroughly research and isolate complex support issues.
- Issue Resolution: Logically assess technical problems, propose accurate solutions to customers, and collaborate with development teams on long-term product enhancements.
Communication & Collaboration
- Client Communication: Communicate clearly, concisely, and confidently with customers via email or phone, translating highly complex technical issues into easy-to-understand explanations based on the client’s technical level.
- Cross-Functional Liaison: Serve as a highly effective mediator and escalation bridge between customers and the product/engineering teams.
- Business Alignment: Align technical support goals with Flywire’s broader business domain, vision, mission, and strategy to deliver on both short- and long-term goals.
AI & Knowledge Management
- AI Repository Maintenance: Manage and maintain the TSE team's AI Skills repository, TSE Project Repos, and internal knowledge base.
- AI Automation: Utilize AI tools to automate routine maintenance tasks, investigate client issues, create bug/product enhancement requests for dev teams, and draft effective, professional client communications.