Provides remote L2/L3 technical support for field checkout and critical infrastructure environments. Responsibilities include diagnosing complex issues across networks, operating systems, applications, and infrastructure; performing root cause analysis; managing incidents; analyzing logs and network traffic; querying databases; scripting automation; maintaining technical documentation; and collaborating with field and cross-functional teams to improve service reliability.
This is a remote position.
Work Schedule:
1st Shift: Mon-Fri → 4:00 PM–1:00 AM Egypt time
2nd Shift: Wed-Fri → 9:00 PM–6:00 AM Egypt time, Weekend → 3:00 PM–12:00 AM Egypt time (Monday & Tuesday Off)
Package: $1100 - $1300, Class A Medical Insurance, Reimbursement of courses/certifications
We are seeking a highly motivated L3 Technical Support Specialist (Checkout & Field Operations) to provide advanced technical support for field checkout operations and critical infrastructure environments. The role requires strong troubleshooting expertise, deep analytical thinking, and the ability to perform root cause analysis across multiple technology layers while collaborating with field teams to ensure operational excellence. This position is ideal for professionals looking to advance their expertise and transition toward a fully-fledged L3 support function.
The Key Responsibilities are:
- Provide L2/L3 remote support for field checkout escalations and deliver structured escalation pathways to ensure seamless operation of critical checkout infrastructures.
- Support field technicians by diagnosing and resolving complex technical issues in a timely and effective manner.
- Perform in-depth root cause analysis (RCA) by analyzing network traffic, system behaviors, application performance, and system logs.
- Troubleshoot multi-layered technical issues involving networking, operating systems, applications, and infrastructure components.
- Create, maintain, and improve technical documentation, operational playbooks, troubleshooting guides, and knowledge base articles.
- Manage incidents throughout their lifecycle, ensuring accurate documentation, communication, escalation, and resolution.
- Balance hands-on technical support activities with administrative and operational responsibilities required to maintain system performance and reliability.
- Utilize scripting and database knowledge to query data, analyze logs, automate repetitive tasks, and optimize troubleshooting processes.
- Collaborate with cross-functional teams to identify recurring issues and implement preventative solutions.
- Contribute to continuous service improvement initiatives through process optimization and knowledge sharing.
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
- 4-5 years of experience in Technical Support, Infrastructure Support, Systems Administration, Network Operations, or a related technical role.
- Solid networking troubleshooting skills with hands-on experience in TCP/IP, DNS, routing, firewalls, and network diagnostics.
- Strong experience in incident management, troubleshooting methodologies, and root cause analysis.
- Functional proficiency in Linux shell environments and command-line troubleshooting.
- Experience utilizing APIs through tools such as cURL, Postman, or script-based integrations.
- Ability to analyze system logs and troubleshoot issues across multiple technology layers.
- Experience creating and maintaining technical documentation and knowledge management resources.
- Familiarity with AWS cloud environments and infrastructure monitoring tools is considered a strong advantage.
- Practical knowledge of MySQL for querying data, log tracing, and system state verification.
- Basic proficiency in Python scripting for automation, log parsing, and operational efficiency improvements.
- Passion for hardware, electronics, IoT projects, Raspberry Pi, Arduino, or similar technologies is considered a plus.
- Strong analytical and problem-solving skills with the ability to work independently and make informed technical decisions.
- Ability to rapidly switch context between technical troubleshooting and clear communication with both technical and non-technical stakeholders.
- Strong collaboration skills and a team-oriented mindset.
- Excellent English communication skills.
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