Job Summary

InfoTech Solutions is seeking a highly skilled and proactive Technical Support Lead – L3 Troubleshooting to oversee advanced technical support operations and provide expert-level issue resolution for complex system and application challenges. This role is responsible for leading the Level 3 support team, diagnosing critical incidents, and collaborating with engineering, infrastructure, and product teams to ensure rapid problem resolution and long-term system stability.

The ideal candidate will possess deep technical expertise, strong leadership capabilities, and a passion for solving complex technical problems in fast-paced environments. As a Technical Support Lead, you will play a key role in maintaining service reliability, improving support processes, and ensuring exceptional customer and stakeholder satisfaction.

Key Responsibilities

• Lead and mentor the Level 3 Technical Support team, ensuring high-quality troubleshooting and timely incident resolution.

• Diagnose and resolve complex infrastructure, network, software, and system-level issues escalated from Level 1 and Level 2 support teams.

• Act as the primary technical escalation point for critical incidents and major service outages.

• Collaborate with development, DevOps, and product teams to identify root causes and implement permanent solutions.

• Monitor system performance and proactively address potential risks or system failures.

• Maintain and improve troubleshooting documentation, knowledge base articles, and standard operating procedures.

• Conduct post-incident reviews and recommend improvements to reduce recurring issues.

• Ensure adherence to Service Level Agreements (SLAs) and operational standards.

• Implement best practices for incident management, problem management, and change management.

• Provide technical guidance and training to junior support engineers.

Required Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Strong expertise in system troubleshooting, infrastructure support, and enterprise applications.

• Experience working with Linux/Windows servers, networking, and cloud-based environments.

• Proficiency with monitoring tools, ticketing systems, and incident management platforms.

• Solid understanding of database systems, APIs, and system integrations.

• Excellent analytical and problem-solving skills.

• Strong communication skills with the ability to explain complex technical issues clearly.

• Proven ability to lead teams and manage high-pressure technical situations.

Experience

• 5+ years of experience in technical support, IT operations, or systems administration.

• 2+ years in an L3 support or technical leadership role.

• Experience supporting enterprise-scale applications or cloud-based platforms.

• Prior experience working in remote or distributed technical teams is preferred.

Working Hours

• Full-time remote position.

• Standard 40-hour work week with occasional on-call responsibilities for critical incidents.

• Flexible working hours depending on global support coverage and team coordination.

Knowledge, Skills and Abilities

• Advanced knowledge of network troubleshooting, operating systems, and system architecture.

• Strong understanding of ITIL practices and incident management frameworks.

• Ability to work independently and lead technical initiatives remotely.

• Excellent documentation and technical reporting abilities.

• Strong collaboration skills with cross-functional engineering teams.

• Ability to manage multiple technical priorities in a fast-paced environment.

Benefits

• Competitive salary package.

• Fully remote work environment.

• Performance-based bonuses and incentives.

• Health and wellness benefits.

• Professional development and certification support.

• Access to advanced technical training and learning resources.

• Paid time off, holidays, and flexible work arrangements.

• Opportunity to work with cutting-edge technologies.

Why Join InfoTech Solutions

At InfoTech Solutions, we foster a culture of innovation, collaboration, and continuous improvement. Our teams work on challenging technical problems that impact global clients and large-scale systems. As part of our organization, you will have the opportunity to grow your technical leadership skills, work with talented professionals, and contribute to building reliable and scalable technology solutions in a fully remote environment.

How to Apply

Interested candidates are encouraged to submit their updated resume and a brief cover letter highlighting their technical support leadership experience and troubleshooting expertise.

Applications can be submitted through the company’s careers portal or by emailing the recruitment team with the subject line:
“Application – Technical Support Lead (L3 Troubleshooting)”.