Tier 3 Software Engineer

What will you be doing ?
 Analyze service requests coming from the lower Tier levels while looking in the application components source code for software defects.
Analyze system performance, counters, and logs in order to provide the problem root cause analysis.
Provide an ad-hoc solution to customers either by configuration changes, workarounds, or private software fixes.
Provide the highest quality of support and minimize escalations to R&D.
Responsible for reproducing/confirming product defects and reporting such defects to QA and Product Management for future consideration.
Maintaining required product environments for the entire Technical Support organization.
Methodically resolve the more difficult and complex production issues reported by customers and partners.
Work as a member of the Technical Support team and with other departments (i.e. R&D, PM) to exceed Company customers’ expectations for technical support.
  requirements L
3+ years of experience in providing technical support to global customers using the SAAS platform and Cloud infrastructure, assisting with integration and product-related queries automation controls.
In-depth knowledge of various Microsoft Windows and Linux Operating systems, MS and MySQL databases, LAN/WAN Networking, and IT Network Operations experience.
Knowledge of internet protocols, Java, NodeJS, Python, HTML & CSS.
Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
Ability to logically troubleshoot software issues to determine the root cause and present suggested workarounds and solutions.
Support experience as well as exhibiting professional client-facing skills. Possesses strong customer relations skills.
Ability to demonstrate strong analytical and problem-solving skills.
Perform in an effective and timely manner all the tasks required.
Excellent English written communication and verbal skills, as well as strong listening skills.