Software Support Engineer

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

• Responsible for efficiently handling and resolving technical issues which 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 internal escalation matrix basis severity and resolution time.
• Should ensure all relevant site-specific technical documentation as well documentation regarding new

product lines/or features are accurately captured from R&D and shared with Client Service team.

• Should support CSM's in developing 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
• Should develop framework to predict potential/future failures and ensure requisite preventive measures are

What You will bring:

• B.Tech graduate with 6 months - 2 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 at site, we can expect engineers to do Overtime