Technical Support Engineer III

Location:

Remote - India

As a Technical Support Engineer III, you’ll act as a senior escalation resource within the SOC, managing complex technical incidents, overseeing automation efforts, and guiding junior engineers. You will ensure high system availability, perform detailed root cause analysis, and spearhead continuous improvements across production‑support workflows. This role reports to the Manager, Software Operations Center (SOC).

• Serve as the primary escalation point for L1/L2 support on high‑impact production issues.
• Analyze and resolve problems across endpoints (Windows, macOS, mobile devices), networking, cloud services, and critical enterprise applications.
• Perform detailed root cause analysis and develop preventative actions.
• Create automation scripts/tools to reduce manual resolution workloads.
• Manage IAM systems (e.g., Azure AD/Entra ).
• Oversee ticket life cycle in Jira Service Management (or similar), including documentation, escalations, and SLA tracking.
• Develop and maintain knowledge base articles, SOPs, troubleshooting guides, and training content.
• Collaborate with software engineering, network, and cloud teams on infrastructure or application‑level issues.
• Provide guidance and best practices in a remote‑first, cloud‑first environment.

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 5+ years of experience in technical support or operations, with at least 2 years in a senior or escalation role.
• Established expertise in troubleshooting complex production issues in high‑availability environments.
• Programming & Frameworks: solid experience with .NET Framework and ability to debug .NET applications.
• Scripting & Automation:
  Proficiency in Python, Power Shell, or Bash for automation and operational tasks.
• Database
  
  Skills:
  
  Advanced knowledge of SQL for troubleshooting and performance tuning.
• Cloud Platforms:
  Hands‑on experience with AWS, Azure, or GCP, including services for monitoring and scaling.
• Monitoring Tools:
  Familiarity with Datadog, Pager Duty, New Relic, or similar tools.
• CI/CD & Deployment:
  Understanding of pipelines and release processes for troubleshooting deployment issues.
• AI/ML Exposure:
  Knowledge of leveraging AI/ML for anomaly detection, predictive monitoring, and automating repetitive tasks.
• System Analysis:
  Ability to interpret logs, analyze performance metrics, and identify bottlenecks.
• Excellent communication skills and ability to work in a 24/7 support model.

• Certifications in ITIL, SRE, or cloud technologies.
• Experience in e‑commerce or logistics technology environments.
• Track record of implementing automation and process improvements.

• Medical, Term & Accidental Insurance
• All Purpose Leave (casual & sick time): 12 days
• Earned Leave: 15 days
• Public Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance

The work we do at Ship Bob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results‑driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.

Ship Bob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid‑Market e‑commerce merchants to provide them access to best‑in‑class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize Ship Bob’s proprietary warehouse management system for in‑house fulfillment, or take advantage of a hybrid solution across Ship Bob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia.

Ship Bob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and Soft Bank Vision Fund 2, and is one…