L3 Support Engineer

Job Description

Position Title:- L3 Support Engineer

Experience:- 5+ Years

Location:- Pune, MH (Onsite)

We are looking for a Level 3 Technical Support Engineer / SME with deep troubleshooting expertise across networking, security, virtualization, Linux/Windows systems, and cloud platforms.

The role involves handling complex production issues, performing root cause analysis, and working closely with engineering and DevOps teams to improve system reliability.

• Provide Level 3 technical support for enterprise production environments
• Troubleshoot complex issues related to authentication, access policies, tunneling, routing, and performance
• Perform deep packet and log analysis using tools like tcpdump, Wireshark, and system logs
• Support deployments across on-prem, virtualized, and cloud environments
• Analyze and resolve issues involving:
• Virtualization: VMware, Hyper-V, KVM
• Cloud platforms: AWS, Azure
• Operating Systems: Linux and Windows
• Identity systems: Active Directory, LDAP, SSO, MFA
• Network security: Firewalls, WAFs
• Collaborate with Engineering and DevOps teams for RCA and bug fixes
• Create and maintain knowledge base (KB) articles

• Strong understanding of enterprise IT infrastructure and support environments
• Hands-on experience with virtualization platforms (VMware ESXi / Hyper-V / KVM)
• Knowledge of AWS and Azure networking and security concepts
• Advanced troubleshooting on Linux and Windows systems
• Strong understanding of Active Directory (AD):
• Authentication flows
• Group Policies
• LDAP integrations
• SAML / SSO
• Strong networking fundamentals:
• TCP/IP, DNS, DHCP, routing, NAT
• VPN, SSL/TLS
• Experience with firewalls and WAF troubleshooting
• Familiarity with packet capture and log analysis tools

• Strong analytical and problem-solving skills
• Ability to handle high-severity incidents (P1/P2)
• Excellent communication skills
• Customer-focused mindset
• Ability to work independently and in cross-functional teams