The L3 Support Engineer is responsible for providing advanced technical support, addressing customer concerns, offering detailed information about IVY’s product features, and resolving reported issues, defects, or errors. The role involves performing code reviews, conducting root cause analysis (RCA), and implementing permanent fixes to enhance product reliability.
Responsibilities
Respond to and resolve customer concerns promptly and effectively.
Provide detailed explanations and guidance on IVY’s product features and functionalities.
Perform code reviews and conduct RCA to identify and resolve defects.
Collaborate with project teams to implement and release fixes for production issues.
Investigate recurring issues and develop long-term solutions to enhance product stability.
Required Skills & Experience
Technical Skills
Minimum 3+ years of experience in an Application Support role.
Minimum 3+ years of experience in Application Development or Sustenance Engineering.
Proficiency in development and troubleshooting with C#, ASP.NET, Web API, MVC, SQL, jQuery, and stored procedures.
Prior experience supporting .NET applications and a solid understanding of .NET technologies.
Basic troubleshooting skills for applications, with expertise in SQL stored procedures.
Ability to collaborate with project teams to release fixes for production issues.
Experience conducting root cause analysis (RCA) on recurring issues and implementing permanent solutions.
Functional Skills
Strong understanding of customer support processes and tools.
Basic familiarity with JIRA (nice to have).
Knowledge of the FMCG industry (nice to have).
Interpersonal Skills
Excellent verbal and written communication (Spanish and English) skills.
English (UK) 
English (United States) 
Arabic 
French 
Spanish 
Portuguese