Software 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

• We are looking for engineers with 5+ years of experience for L3 Support.
• Looking for developers with knowledge of Java, Python, and SQL.

What You will Do:

• Responsible for efficiently handling and resolving technical issues that have been passed on by L2.
• Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLA's for each reported issue.
• Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
• Should follow the internal escalation matrix based on severity and resolution time.
• Should ensure all relevant site-specific technical documentation, as well as documentation regarding new product lines/or features, are accurately captured from R&D and shared with the Client Service team.
• Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
• Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

What You will bring:

• B. Tech graduate with 5+ years of experience in a 24*7 Software Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience/Strong knowledge of scripting - Python/Shell.
• Willing to work in rotational shifts.
• 24x7 may not be required, but since engineers are deployed on-site, we can expect engineers to do Overtime