The Tier 3 Technical Support Engineer at LTN Global is the final escalation point within the Customer Support Team. Technical issues that cannot be resolved by Tier 1 and Tier 2 are escalated to the Tier 3 Technical Support Engineer. This individual is capable of troubleshooting and resolving the most difficult and complicated issues.

In this role you will play a crucial role in ensuring our customers receive the highest level of technical support and assistance. You will be responsible for addressing complex technical issues and providing expert guidance to both customers and internal teams.

Work Location: Columbia, MD ; Remote considered w/travel required

Essential Duties/Responsibilities:

• Advanced Troubleshooting: Investigate and resolve highly complex technical issues that couldn't be resolved by Tier 1 and Tier 2 support teams. You will analyze logs, system configurations, and software code to identify and resolve issues effectively.
• Product Expertise: Become a subject matter expert on our products and services, keeping up to date with the latest updates and features to provide expert guidance to customers.
• Customer Interaction: Engage with internal and external customers through phone, email, and chat, providing best-in-class customer service and maintaining a professional and empathetic approach at all times.
• Documentation: Create and maintain detailed records of customer interactions, issues, and solutions to contribute to our knowledge base and help improve the overall support process.
• Collaboration: Work closely with Tier 1 and Tier 2 support engineers, as well as other internal teams, to escalate and resolve issues efficiently and share insights for continuous improvement.
• Continuous Learning: Stay up-to-date with industry trends and emerging technologies to ensure you can provide the best possible support and insights to customers.
• Escalation Handling: Determine when issues require escalation to Tier 3 and coordinate with other technical experts to address customer concerns effectively.
• Feedback Loop: Provide valuable feedback to product development teams based on common customer issues, suggestions, and trends observed during support interactions.

Requirements:

• Proven experience in a technical support role, with a strong focus on Tier 3 support.
• Experience in data center/WAN/LAN/telecommunication administration.
• Internet protocols, experience configuring IP networks and troubleshooting in a Linux environment.
• Experience working for an ISP or admin troubleshooting for an enterprise network.
• Experience in an operational role supporting services delivered over the Internet.
• Experience in technical writing, producing operations procedure documents (KB articles, how-to's, runbooks, etc.) and sharing knowledge through documentation & training.
• Strong communication skills and the ability to convey complex technical information to non-technical customers clearly and effectively.
• Experience working with trouble ticketing systems.
• Must be able to work on-call schedule rotation to support Tier 1 and Tier 2 teams.