L3 Support Engineer

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Skills you'll use

What you'll do

• Incident Leadership & Escalation Governance
• Act as technical incident commander for P1 critical incidents, driving action tracking, stakeholder alignment, and resolution.
• Deliver structured Root Cause Analyses (RCA) with clear findings, contributing factors, and preventive actions.
• Ensure SLA compliance during high-severity escalations and provide executive-level client updates when required.
• Anchor the L2 function by setting resolution standards, driving cross-team accountability, and reducing unnecessary escalation ratios.
• Technical Ownership & Deep Analysis
• Apply expert-level SQL and deep troubleshooting skills to resolve the most complex technical and functional issues across the Logile Platform.
• Manage small-scope development tasks and hands-on system issue fixing, working directly with Engineering to implement targeted fixes and contribute to platform stability.
• Handle complex SQL Queries (FQs) and configuration challenges that cannot be resolved at L1.
• Unix/Linux Command Proficiency: Hands-on experience with executing and troubleshooting using basic Unix/Linux commands.

Who can apply

• 8 to 15 years of experience in a technical support, application support, or software engineering role with a strong techno-functional focus.
• Engineering degree with a focus on computer science, software engineering, or information systems; coursework or electives in programming, system architecture, or compliance is strongly preferred.
• Equivalent practical experience in a software engineering or technical support role will be considered.
• Expert-level SQL skills and deep experience with database investigation and complex query analysis.
• Demonstrated ability to lead critical incident management (P1/P2), including driving technical bridges and delivering structured RCAs.
• Strong understanding of enterprise application architecture, APIs, integrations, and batch processing workflows.
• Proven track record of reducing MTTR, escalation ratios, and repeat incident rates.
• Experience building automation tools or scripts to improve support efficiency (Python, Java, R, or similar languages is a plus).
• Excellent communication skills — written and verbal — with the ability to present technical findings to executive stakeholders.
• Ability to act as technical SPOC for strategic enterprise clients and handle high-visibility account management.

About Logile

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