L3 Support Engineer

This role involves providing advanced technical support and troubleshooting for complex systems and applications. The Support Engineer will be responsible for resolving critical issues, escalating when necessary, and contributing to the improvement of support processes and documentation.

Key Responsibilities

Provide expert-level technical support to internal and external customers.
Diagnose and resolve complex technical issues related to software, hardware, and network infrastructure.
Escalate unresolved issues to appropriate teams and vendors.
Develop and maintain comprehensive documentation, including troubleshooting guides and knowledge base articles.
Participate in on-call rotations to provide 24/7 support.
Collaborate with development and engineering teams to identify and implement solutions.
Proactively identify and address potential issues to prevent disruptions.

Requirements/Qualifications

Extensive experience in a technical support role.
Strong troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Experience with CyberArk products and security principles is highly desirable.
Solid understanding of operating systems, networking, and database concepts.
Experience with scripting languages (e.g., Python, PowerShell) is a plus.

About the Company

Persistent is a global technology services provider focused on helping businesses innovate and transform through digital solutions. They specialize in designing and developing software products and platforms for a wide range of industries.