Job Summary

TechPro Solutions is seeking a highly skilled and customer-focused Technical Support Engineer (L2/L3) to join our global remote support team. In this role, you will act as a key technical expert responsible for resolving complex system and application issues, supporting enterprise clients, and ensuring high availability and performance of mission-critical platforms. You will collaborate closely with L1 support, engineering, DevOps, and product teams to diagnose root causes, implement permanent solutions, and continuously improve service quality.

This is an excellent opportunity for an experienced support professional who enjoys problem-solving, working with modern technologies, and operating in a fast-paced, international environment.

Key Responsibilities

• Provide advanced (L2/L3) technical support for enterprise customers across multiple platforms and products.

• Troubleshoot complex issues related to operating systems, applications, networks, APIs, and cloud infrastructure.

• Perform deep root cause analysis and implement long-term fixes and preventive measures.

• Escalate and collaborate with engineering and product teams for critical or unresolved issues.

• Monitor system performance, logs, and alerts to proactively identify potential problems.

• Maintain accurate documentation, knowledge base articles, and incident reports.

• Support system deployments, upgrades, patches, and configuration changes.

• Mentor and guide L1 support engineers by sharing best practices and technical knowledge.

• Participate in incident management, post-mortem analysis, and continuous improvement initiatives.

Required Skills and Qualifications

• Strong experience in technical support at L2/L3 level.

• Solid understanding of Windows/Linux operating systems.

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.

• Good knowledge of networking concepts (TCP/IP, DNS, VPN, firewalls).

• Familiarity with databases (SQL/NoSQL) and basic query troubleshooting.

• Experience with monitoring tools, ticketing systems, and ITSM frameworks (e.g., ITIL).

• Ability to read logs, debug issues, and perform system-level troubleshooting.

• Excellent written and verbal communication skills in English.

• Strong analytical mindset with a customer-first attitude.

Experience

• 3–6 years of experience in technical support, system administration, or IT operations.

• Prior experience supporting SaaS, enterprise software, or cloud-based platforms is highly preferred.

• Experience working in a remote, global support environment is an advantage.

Working Hours

• Fully remote with flexible global working hours.

• Shift-based model to support international customers across multiple time zones.

• May include rotational on-call support for critical incidents.

Knowledge, Skills, and Abilities

• Strong problem-solving and troubleshooting capabilities.

• Ability to manage multiple tickets and priorities effectively.

• Excellent documentation and reporting skills.

• High attention to detail and commitment to quality.

• Ability to work independently in a remote environment.

• Strong collaboration skills to work with cross-functional teams.

• Proactive mindset with a continuous learning approach.

Benefits

• Competitive salary and performance-based incentives.

• 100% remote work with global exposure.

• Flexible working hours and work-life balance.

• Professional development and certification support.

• Access to learning platforms and technical training.

• Paid leave, wellness programs, and employee assistance.

• Opportunity to work with modern technologies and global clients.

Why Join TechPro Solutions?

At TechPro Solutions, we believe in empowering our people with the tools, flexibility, and opportunities they need to succeed. You will be part of a diverse, innovative, and collaborative team that values technical excellence and customer satisfaction. We foster a culture of learning, growth, and continuous improvement, where your ideas and expertise truly matter.

Joining TechPro Solutions means building a global career while working from anywhere in the world.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their technical support experience and key achievements. Shortlisted applicants will be contacted for a technical interview and skills assessment.