24x7 Software Support Engineer — SLA-Driven

Lorven Technologies Inc.; Atlanta (GA); On-site; USD 60,000 - 75,000; Full time

Job summary

Lorven Technologies Inc. in Atlanta, GA is seeking a Software Support Engineer to handle and resolve technical issues escalated from L2. You will ensure timely actions per priority, maintain SLA adherence, and follow SOPs for ticketing and escalation.

Experience in Linux/Unix, SQL, and scripting is required. The role requires a B.Tech degree with 6 months to 2 years in a 24x7 support environment, and willingness to work rotational shifts.

Qualifications

• B.Tech graduate with 6 months to 2 years in 24x7 software support.
• Experience with Linux/Unix, SQL, and scripting (Python/Shell).
• Willing to work in rotational shifts and overtime if required.

Responsibilities

• Handle and resolve technical issues escalated from L2.
• Act promptly per priority/severity with agreed workflows.
• Resolve issues with minimal L4/R&D involvement.
• Adhere to SLA commitments for all reported issues.
• Follow SOPs and log tickets for R&D with full details.
• Follow escalation matrix based on severity and resolution time.
• Document site-specific tech info and new product lines from R&D.
• Support CSMs in building a capable service team.
• Create and monitor reliability metrics for software/hardware.
• Develop preventive measures to predict future failures.

Skills

Linux/Unix

SQL

Python/Shell

Rotational shifts

Education

B.Tech degree

Job description

Lorven Technologies Inc. in Atlanta, GA is seeking a Software Support Engineer to handle and resolve technical issues escalated from L2. You will ensure timely actions per priority, maintain SLA adherence, and follow SOPs for ticketing and escalation.

Experience in Linux/Unix, SQL, and scripting is required. The role requires a B.Tech degree with 6 months to 2 years in a 24x7 support environment, and willingness to work rotational shifts.