Level 3 Helpdesk Engineer

About the role

We are looking for a Level 3 Helpdesk Engineer to provide advanced technical support for enterprise applications. The role involves diagnosing complex issues, reproducing problems in test environments, and working closely with customers and internal teams to deliver timely resolutions.

Key responsibilities

• Manage complex technical support cases from initial investigation through resolution.
• Reproduce reported issues in a test environment to validate problems and identify solutions.
• Use established diagnostic tools, scripts, and processes to resolve known issues efficiently.
• Troubleshoot application configuration, data, workflows, integrations, and system functionality.
• Communicate proactively with customers and internal stakeholders, providing clear updates.
• Maintain accurate case documentation throughout the support lifecycle.
• Escalate unresolved or highly complex issues with complete investigation findings.
• Collaborate with engineering, product specialists, and cross‑functional teams to improve support processes.

Required profile

• Experience providing technical or application support for enterprise software or business‑critical systems.
• Strong troubleshooting and analytical skills with ability to identify root causes using logs and diagnostic data.
• Familiarity with executing SQL queries or diagnostic scripts for issue investigation.
• Understanding of system integrations, APIs, and data flows.
• Excellent written and verbal English communication skills.
• Customer‑focused mindset with proactive engagement.

Required skills

• SQL for troubleshooting and data validation.
• Diagnostic tools and scripting.
• APIs and system integration knowledge.
• Experience with ERP or enterprise platforms such as SAP, Microsoft Dynamics, NetSuite, Oracle.
• Level 3 technical support or application support experience.