Job Summary

InfoTech Solutions is seeking a highly skilled and proactive Technical Support Lead (L3 Troubleshooting) to join our remote operations team. This role is designed for an experienced technical professional who thrives in solving complex system issues, leading high-impact incident resolutions, and mentoring support engineers. As a Technical Support Lead, you will serve as the final escalation point for critical technical problems, ensuring service continuity, customer satisfaction, and operational excellence across enterprise clients.

You will work closely with cross-functional teams including Engineering, DevOps, Product, and Customer Success to identify root causes, implement permanent fixes, and continuously improve system reliability and support processes.

Key Responsibilities

• Act as the Level 3 (L3) escalation point for complex technical incidents and system outages.

• Lead troubleshooting efforts across infrastructure, applications, networks, and cloud environments.

• Perform root cause analysis (RCA) and document findings with actionable recommendations.

• Coordinate with engineering and product teams to resolve recurring issues and deploy fixes.

• Design and implement proactive monitoring and alerting strategies.

• Mentor and guide L1 and L2 support engineers through training and knowledge sharing.

• Own incident management processes including post-incident reviews and reporting.

• Create and maintain technical documentation, SOPs, and troubleshooting guides.

• Ensure SLA and KPI compliance for all critical support cases.

• Participate in on-call rotations for major incidents and business-critical systems.

Required Skills and Qualifications

• Strong expertise in system troubleshooting and technical diagnostics.

• Proficiency in Linux/Windows server environments.

• Experience with cloud platforms (AWS, Azure, or Google Cloud).

• Solid understanding of networking concepts (DNS, TCP/IP, VPN, firewalls).

• Experience with monitoring tools (Nagios, Zabbix, Datadog, New Relic, or similar).

• Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshdesk.

• Knowledge of scripting languages (Bash, PowerShell, Python preferred).

• Excellent communication and stakeholder management skills.

• Strong analytical and problem-solving mindset.

Experience

• 6+ years of experience in Technical Support, IT Operations, or Site Reliability roles.

• At least 2 years in a senior or lead-level technical support position.

• Proven experience handling enterprise-level clients and mission-critical systems.

• Experience working in remote or distributed support teams is a plus.

Working Hours

• Full-time, remote position.

• Flexible working hours aligned with global support operations.

• Participation in rotational on-call support for critical incidents.

• Occasional weekend or after-hours work during major outages or system upgrades.

Knowledge, Skills, and Abilities

• Deep understanding of enterprise IT infrastructure and SaaS platforms.

• Ability to lead incident bridges and manage crisis situations calmly.

• Strong documentation and reporting skills.

• High attention to detail with a focus on continuous improvement.

• Ability to multitask and prioritize in high-pressure environments.

• Strong leadership and coaching abilities for junior engineers.

• Customer-centric mindset with strong service orientation.

Benefits

• Competitive salary package based on experience.

• 100% remote work with flexible schedule.

• Health insurance and wellness programs.

• Paid time off, sick leave, and holidays.

• Professional development and certification support.

• Access to latest tools and technologies.

• Career growth opportunities within a global organization.

Why Join InfoTech Solutions?

At InfoTech Solutions, we believe in empowering our people to solve meaningful technical challenges while maintaining a healthy work-life balance. You will be part of a forward-thinking organization that values innovation, collaboration, and continuous learning. This role offers the opportunity to work on cutting-edge technologies, lead impactful projects, and make a real difference in how enterprise systems operate at scale.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter outlining their technical expertise and leadership experience.