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L3 Support Engineer SQL

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Mexico

Offer summary

Qualifications:

+4 years of L2/L3 support engineer experience, Fluent English, Proficiency in SQL (Pl/SQL), Solid UNIX and Shell Scripting experience, Debugging skills in Java or object-oriented programming languages.

Key responsabilities:

  • Provide Level 2 support for production systems
  • Communicate with development teams and stakeholders
  • Utilize ITIL processes for Service Management
  • Write and execute SQL queries for analysis
  • Perform root cause analysis and document solutions
NTD Software logo
NTD Software Startup https://ntdsoftware.com/
11 - 50 Employees
About NTD Software
NTD Software is a Mexican company located in Guadalajara, Jalisco, known as "the silicon valley of Mexico." We help both startups and big companies by finding the right people to join their team and creating digital solutions using the latest or well-established programming languages and tools. Our expertise is in building software from the ground up and expanding our clients' existing teams, allowing us to work with businesses globally.
See more NTD Software offers

Job description

The L3 Production Support Engineer will be responsible for providing technical support for production environments, focusing on problem-solving, debugging, and root cause analysis. This role requires strong technical skills in UNIX, SQL, and at least one object-oriented programming language (such as Java), along with effective communication abilities to work with application development teams and other stakeholders.

Requirements
  • +4 years of proven experience as an L2/3 support engineer in a production environment.
  • Fluent English
  • Proficiency in SQL (Pl/SQL), with a strong understanding of joins, stored procedures, and triggers.
  • Solid experience with UNIX and Shell Scripting for monitoring and error handling.
  • Ability to read and debug code in Java or any other object-oriented programming language.
  • Skilled in debugging and troubleshooting, with a demonstrated ability to perform root cause analysis.
  • Excellent communication skills, capable of explaining technical details to non-technical stakeholders.
  • ITIL process experience, including Service Management, Knowledge Management, and Incident Management.
  • Experience with other object-oriented programming languages, beyond Java.
  • Prior experience in similar L2/L3 production support roles within technology or software development environments.
  • Certifications in ITIL or other service management frameworks.

    • Responsibilities
  • Offer Level 2 support for production systems, promptly addressing incidents and resolving issues.
  • Communicate with application development teams and stakeholders to discuss technical and functional aspects of problems and solutions.
  • Use ITIL processes for Service Management, Knowledge Management, and Incident Management to manage support workflows and document solutions.
  • Write and execute SQL queries to analyze data, focusing on joins, stored procedures, and triggers.
  • Monitor and troubleshoot processes and script errors in UNIX-based environments, utilizing Shell Scripting.
  • Read and debug code in Java or other object-oriented programming languages to diagnose application-related issues.
  • Perform root cause analysis (RCA) to identify underlying problems and suggest corrective actions.
  • Document incidents, solutions, and best practices to improve support processes and contribute to knowledge sharing.

    • Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    DebuggingSQL (Programming Language)Java (Programming Language)Shell ScriptUnixRoot Cause Analysis

    Other Skills

    • Verbal Communication Skills
    • Problem Solving
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