Senior Software Support Engineer – 24/7 L3 Support

Lorven Technologies Inc.; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Lorven Technologies Inc. in Atlanta, GA is seeking engineers for L3 Software Support with 5+ years of experience. You will handle and resolve complex technical issues escalated from L2, ensuring timely action per priority, and coordinate with R&D only when necessary.

You will strive to resolve most tickets without R&D involvement and ensure SLAs are met. The role requires strong Linux/Unix, SQL, and scripting skills (Python/Shell), a willingness to work rotational shifts, and readiness for

Qualifications

• B. Tech graduate with 5+ years in a 24x7 software support role.
• Experience with Linux/Unix.
• Experience with SQL.
• Experience/Strong knowledge of Python/Shell scripting.
• Willing to work in rotational shifts; overtime may be required.

Responsibilities

• Handle and resolve technical issues passed from L2.
• Ensure timely action per priority and severity for each ticket.
• Resolve issues with minimal L4/R&D involvement.
• Adhere to SLAs for reported issues.
• Follow SOPs and generate tickets for R&D with details.
• Follow escalation matrix based on severity and resolution time.
• Capture site-specific technical documentation and new product docs; share with Client Service team.
• Support CSMs in developing a capable team of assistant client service managers and service engineers.
• Create and monitor reliability metrics for each installation.
• Develop a framework to predict potential future failures and implement preventive measures.

Skills

Java

Python

SQL

Linux/Unix

Scripting

Experience 24x7 support

Education

B.Tech

Job description

Lorven Technologies Inc. in Atlanta, GA is seeking engineers for L3 Software Support with 5+ years of experience. You will handle and resolve complex technical issues escalated from L2, ensuring timely action per priority, and coordinate with R&D only when necessary.

You will strive to resolve most tickets without R&D involvement and ensure SLAs are met. The role requires strong Linux/Unix, SQL, and scripting skills (Python/Shell), a willingness to work rotational shifts, and readiness for