What are the responsibilities and job description for the L3 Technical Support Engineer position at Echo IT Solutions, Inc.?
Job Details
Dear Applicant,
We are excited to share an excellent opportunity with one of our leading clients for a L3 Technical Support Engineer in Irving TX
If this role matches your expertise, please apply with your most updated resume for consideration.
Job Title: L3 Technical Support Engineer
Job Type: Long Term Contract
Location: Irving TX
Job Description:
We are currently expanding our Technical Support team and looking for an L3 Technical Support Engineer. This position will work closely with Care Support, Quality Engineering (QE), and Engineering groups worldwide.
The successful candidate must be technically oriented with knowledge and experience of cloud technologies (REST, HTTP, APIs), IoT security camera systems, and hands-on troubleshooting of networking equipment including routers, security appliances, switches, and wireless products. The candidate must also have excellent customer management skills to handle escalated and frustrated customers with professionalism and empathy, while maintaining strong time management abilities.
The chosen candidate will provide 3rd tier escalation support as their primary responsibility, performing hands-on troubleshooting of complex multi-system issues, security incidents, and critical bug identification. They will work closely with QE and Engineering teams to replicate issues, validate defects, and participate in product testing. They will produce internal and/or external knowledge content, give guidance to Client call centers and online support, and interact with customers and partners when dealing with product-specific issues across our large portfolio of products.
Specific Responsibilities
Provide escalated technical support for Client cameras, doorbells, hubs, and accessories via phone and email, guiding customers through device onboarding, network configuration, and hands-on troubleshooting steps
Manage customer interactions professionally, handling frustrated customers with patience and empathy while diagnosing and resolving device, connectivity, app, streaming, and subscription issues
Document and escalate appropriately by accurately recording customer interactions and issues in ticketing systems (Jira, Salesforce)
Learn and maintain product knowledge of Client's products, core features, subscription plans, billing processes, and common troubleshooting procedures
Participate in continuous learning through product training, staying updated on new releases and features, and contributing knowledge base improvements based on customer interactions
Collaborate with team and cross-functional members to share learnings, best practices, and assist in testing new products or features as needed
Technical Qualifications & Requirements:
Required:
Degree in technical field (or equivalent experience)
Experience technical support, customer service, or related experience
Knowledge of networking concepts (IP, Wi-Fi, routers, home network setup)
Familiarity with operating systems (iOS, Android, Windows, macOS)
Familiarity with cloud services and mobile application
Experience with log analysis or monitoring tools (Splunk, Datadog, AWS Cloudwatch or similar)
