Technical Support Engineer - Netsuite (L3)

Blueflame Labs; Pune District; On-site; INR 1,100,000 - 1,500,000; Full time

Job summary

Blueflame Labs in Pune is seeking a Senior Technical Support Engineer (L3) to lead NetSuite production support and act as the highest escalation point for complex issues. You will resolve incidents, optimize integrations, and guide junior engineers across global teams.

The role covers configuring workflows, minor SuiteScript enhancements, and collaboration with US-based clients while ensuring SLA adherence and production governance.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 4+ years of ERP/Application Support experience.
• Minimum 4 years of hands-on NetSuite support experience.
• NetSuite SuiteFoundation Certification (Preferred).
• NetSuite ERP Consultant Certification (Good to Have).
• ITIL Foundation Certification (Preferred).
• Experience supporting US-based clients and global support teams.

Responsibilities

• Act as the primary escalation point for critical NetSuite production issues.
• Resolve complex functional and technical incidents within SLA.
• Perform advanced root cause analysis and recommend long-term solutions.
• Configure and optimize NetSuite workflows, forms, records, and customizations.
• Develop and support minor SuiteScript enhancements when required.
• Troubleshoot integrations involving RESTlets, SuiteTalk, REST/SOAP APIs, Boomi, Celigo, and middleware platforms.
• Optimize Saved Searches, SuiteAnalytics, dashboards, and system performance.
• Review production changes prior to deployment and support release management.
• Support NetSuite upgrades, production migrations, and post-release validation.
• Mentor L1 and L2 engineers through technical coaching and knowledge-sharing.
• Prepare technical documentation, knowledge articles, and best practice guidelines.
• Collaborate with US-based clients and cross-functional teams during overlapping business hours.
• Ensure SLA adherence, customer satisfaction, and continuous service improvement.
• Follow ITIL Incident, Problem, Change, and Request Management processes.

Skills

SuiteScript

SuiteAnalytics

SuiteFlow

RESTlets

SuiteTalk

APIs (REST/SOAP)

NetSuite ERP

Troubleshooting

Mentoring

Education

Bachelor's degree in CS/IT/Engineering

NetSuite SuiteFoundation Certification

ITIL Foundation Certification

Tools

Jira

ServiceNow

Azure DevOps

Boomi

Celigo

Job description

Technical Support Engineer - Netsuite (L3)

Pune

Full-Time

Location: Baner, Pune

Employment Type: Full-Time

Shift: Open for EST to PST

About the Role

We are looking for a Senior Technical Support Engineer (L3) to serve as the highest level of functional and technical escalation for NetSuite production support. The role involves resolving complex issues, supporting integrations, optimizing system performance, implementing minor customizations, and providing technical leadership within the support team.

Key Responsibilities

• Act as the primary escalation point for critical NetSuite production issues.
• Resolve complex functional and technical incidents within SLA.
• Perform advanced root cause analysis and recommend long-term solutions.
• Configure and optimize NetSuite workflows, forms, records, and customizations.
• Develop and support minor SuiteScript enhancements when required.
• Troubleshoot integrations involving RESTlets, SuiteTalk, REST/SOAP APIs, Boomi, Celigo, and middleware platforms.
• Optimize Saved Searches, SuiteAnalytics, dashboards, and system performance.
• Review production changes prior to deployment and support release management.
• Support NetSuite upgrades, production migrations, and post-release validation.
• Mentor L1 and L2 engineers through technical coaching and knowledge-sharing.
• Prepare technical documentation, knowledge articles, and best practice guidelines.
• Collaborate directly with US-based clients and cross-functional teams during overlapping business hours.
• Ensure SLA adherence, customer satisfaction, and continuous service improvement.
• Follow ITIL Incident, Problem, Change, and Request Management processes.

Technical Skills

• SuiteBuilder
• SuiteFlow
• SuiteScript 2.x (Basic to Intermediate)
• SuiteAnalytics
• RESTlets & SuiteTalk
• REST/SOAP APIs
• Integration troubleshooting (Boomi, Celigo, REST APIs)
• Ticketing tools (Jira, ServiceNow, Azure DevOps)

Functional Knowledge

• Order-to-Cash (O2C)
• Procure-to-Pay (P2P)
• Inventory Management
• CRM
• OneWorld
• Revenue Management
• Multi-Subsidiary Operations

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 4+ years of ERP/Application Support experience.
• Minimum 4 years of hands-on NetSuite support experience.
• NetSuite SuiteFoundation Certification (Preferred).
• NetSuite ERP Consultant Certification (Good to Have).
• ITIL Foundation Certification (Preferred).
• Experience supporting US-based clients and global support teams.

Soft Skills

• Excellent leadership and mentoring skills.
• Strong client-facing communication.
• Advanced analytical and troubleshooting abilities.
• Ability to work independently under pressure.
• Strong customer service orientation and commitment to operational excellence.

These three JDs establish a clear support career progression:

• L1: User support, ticket resolution, and basic troubleshooting.
• L2: Advanced functional support, configuration, integrations, and mentoring.
• L3: Technical leadership, complex issue resolution, optimization, and production governance.