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Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

Reports design, reliability, and maintenance problems or bugs to design engineering / software engineering. May be involved in customer installation and training.

Provides support to customers / users where the product is highly technical or sophisticated in nature.

Job Description

The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems.

Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients.

Their primary objective is to ensure zero missed service level agreement (SLA) conditions.

The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgment and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

What will make you a good fit for the role?

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