Job Summary
InfoTech Solutions is seeking a highly skilled and experienced Technical Support Lead specializing in L3 Troubleshooting to join our remote support team. This role is responsible for leading advanced technical issue resolution, overseeing escalated support cases, and ensuring high-quality service delivery across complex IT environments. The ideal candidate will act as the final escalation point for critical technical incidents, collaborate with engineering and infrastructure teams, and continuously improve support processes to enhance customer satisfaction and system reliability.
Key Responsibilities
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Act as the primary escalation point for L3 technical support issues across multiple systems and platforms
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Diagnose, troubleshoot, and resolve complex infrastructure, application, and network-related problems
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Lead incident management efforts for high-priority production issues and ensure timely resolution
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Collaborate with development, DevOps, and engineering teams to identify root causes and implement fixes
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Document troubleshooting procedures, solutions, and technical knowledge base articles
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Monitor system performance and proactively identify potential issues before they impact users
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Mentor and guide L1 and L2 support engineers to improve overall team capability
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Participate in on-call rotation for critical incident support when required
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Drive continuous improvement initiatives in support workflows, tools, and automation
Required Skills and Qualifications
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Strong experience in L3 technical support or advanced IT troubleshooting roles
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Excellent knowledge of operating systems (Windows, Linux, or Unix environments)
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Solid understanding of networking concepts (DNS, TCP/IP, VPN, firewalls)
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Experience with cloud platforms such as AWS, Azure, or Google Cloud
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Proficiency in incident management and ticketing systems (e.g., ServiceNow, Jira, Zendesk)
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Strong scripting skills (Python, Bash, PowerShell preferred)
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Ability to analyze logs and perform root cause analysis effectively
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Excellent communication and stakeholder management skills
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Strong problem-solving mindset with attention to detail
Experience
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Minimum 5–8 years of experience in IT support, system administration, or technical troubleshooting
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At least 2–3 years in a senior or L3 escalation support role
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Proven experience supporting enterprise-level systems or SaaS environments
Working Hours
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Full-time remote position
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Standard working hours: Monday to Friday, with flexibility across global time zones
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On-call rotation required for critical production support outside regular hours
Knowledge, Skills, and Abilities
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Deep technical expertise in multi-tier IT environments
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Strong analytical and diagnostic abilities for complex system issues
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Ability to work independently under pressure and manage critical incidents
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Leadership capability to guide and support junior engineers
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Strong documentation and knowledge-sharing skills
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Customer-focused mindset with a commitment to service excellence
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Ability to adapt quickly to evolving technologies and tools
Benefits
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Competitive remote salary package
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Flexible work-from-home arrangement
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Health and wellness benefits (depending on region)
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Paid time off and holiday benefits
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Professional development and certification support
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Exposure to global enterprise systems and technologies
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Collaborative and growth-oriented work culture
Why Join InfoTech Solutions
At InfoTech Solutions, we value innovation, collaboration, and technical excellence. As a Technical Support Lead, you will play a critical role in ensuring system stability and delivering top-tier technical support to global clients. You will work with a talented, forward-thinking team and have the opportunity to influence support strategy, improve operational efficiency, and grow your leadership capabilities in a dynamic remote environment.
How to Apply
Interested candidates are invited to submit their updated resume along with a brief cover letter highlighting relevant L3 troubleshooting experience. Applications can be sent through the official InfoTech Solutions careers portal or via the designated recruitment email. Shortlisted candidates will be contacted for technical assessment and interview rounds.