NTD Software is hiring a
L3 Support Engineer

Summary

The L3 Production Support Engineer will provide technical support for production environments, focusing on problem-solving, debugging, and root cause analysis. They are expected to have strong technical skills in UNIX, SQL, and at least one object-oriented programming language (such as Java), along with effective communication abilities.

Requirements

• 4 years of proven experience as an L2/3 support engineer in a production environment
• Fluent English
• Proficiency in SQL (Pl/SQL), with a strong understanding of joins, stored procedures, and triggers
• Solid experience with UNIX and Shell Scripting for monitoring and error handling
• Ability to read and debug code in Java or any other object-oriented programming language
• Skilled in debugging and troubleshooting, with a demonstrated ability to perform root cause analysis
• Excellent communication skills, capable of explaining technical details to non-technical stakeholders
• ITIL process experience, including Service Management, Knowledge Management, and Incident Management
• Experience with other object-oriented programming languages, beyond Java
• Prior experience in similar L2/L3 production support roles within technology or software development environments
• Certifications in ITIL or other service management frameworks

Responsibilities

• Offer Level 2 support for production systems, promptly addressing incidents and resolving issues
• Communicate with application development teams and stakeholders to discuss technical and functional aspects of problems and solutions
• Use ITIL processes for Service Management, Knowledge Management, and Incident Management to manage support workflows and document solutions
• Write and execute SQL queries to analyze data, focusing on joins, stored procedures, and triggers
• Monitor and troubleshoot processes and script errors in UNIX-based environments, utilizing Shell Scripting
• Read and debug code in Java or other object-oriented programming languages to diagnose application-related issues
• Perform root cause analysis (RCA) to identify underlying problems and suggest corrective actions