Senior Technical Support Engineer — Level 3

Senior Technical Support Engineer — Level 3

Location: Bangalore, India | Website: https://mojro.com

ABOUT MOJRO

Mojro is a logistics automation and optimization company founded in 2016 with a vision of making logistics simple, smart, and sustainable for enterprise customers. In 8 years, we have built a robust portfolio of products backed by proprietary, industry-leading algorithms and AI/ML techniques that help customers make complex supply chain decisions — significantly reducing logistics spend and improving the lives of all connected users.

Our products are trusted by major brands including Unilever, Procter & Gamble, Godrej, Lactalis, and many more. We embrace cutting-edge technologies and encourage innovative solutions to solve ever-evolving supply chain challenges.

ROLE OVERVIEW

As an L3 Technical Support Engineer, you will be responsible for handling and resolving high-complexity technical issues and escalations that require advanced knowledge and experience. You will act as the final point of escalation in the support chain, collaborating with L1/L2 teams, engineers, and developers to ensure the highest levels of technical support, service reliability, and customer satisfaction.

This role supports customers across India, South-East Asia (SEA), Middle East & Africa (MEA), and the United States — requiring flexibility to engage across multiple time zones and cultural contexts.

• Analyse, diagnose, and resolve complex software, application, and infrastructure issues — including backend services, APIs, and distributed systems.
• Take ownership of escalated tickets and resolve them within SLAs. Manage root cause analysis (RCA) for recurring issues and work to eliminate them permanently.
• Work with Engineering, QA, and Product Development teams to escalate and resolve product-related issues, identify system bugs, and validate fixes.
• Read, understand, and trace Java-based application code to identify the source of issues, assist with log analysis, and communicate findings to the engineering team.
• Use version control (Git) to review code history, compare versions, identify recent changes that may have introduced issues, and collaborate on hotfix branches.
• Leverage Azure cloud capabilities (monitoring dashboards, resource health, App Insights, Log Analytics) to investigate infrastructure and application-level issues.
• Write and maintain scripts (Python, Bash, or similar) to automate repetitive support tasks, diagnostics, and operational workflows — reducing manual effort and ticket resolution time.
• Query and analyse data from PostgreSQL and other RDBMS/NoSQL databases to investigate data integrity issues, trace transaction flows, and support customer escalations.
• Collaborate with the DevOps team to maintain healthy infrastructure, including container orchestration, deployments, and CI/CD pipelines.
• Document troubleshooting steps, resolutions, and best practices for complex issues and contribute to the internal knowledge base.
• Maintain clear and proactive communication with customers on escalated issues, provide regular updates, and ensure high customer satisfaction.
• Mentor L1/L2 team members to improve technical knowledge and troubleshooting skills.

• 4+ years of strong working experience in technical support, preferably in L3 or equivalent roles.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Ability to read, understand, and debug Java application code and stack traces. Hands-on experience with Java-based backends is a strong advantage. Java:
• Proficiency in Git — branching, commit history analysis, diffs, and pull request workflows. Version Control:
• Hands-on experience with Azure services including App Services, Azure Monitor, Log Analytics, Application Insights, and Azure Storage. Understanding of cloud infrastructure concepts (VMs, networking, scaling). Cloud — Azure (Preferred):
• Strong knowledge of PostgreSQL or equivalent RDBMS — writing and optimising SQL queries, understanding schema design, and troubleshooting performance issues. Familiarity with NoSQL databases (MongoDB, Redis, or similar) is a must. Databases:
• Proficiency in at least one scripting language (Python, Bash, or PowerShell) with demonstrable experience automating recurring operational tasks. Scripting & Automation:
• Familiarity with the Eclipse Vert.x toolkit and its event-driven, non-blocking programming model is a plus. Vert.x (Good to Have):
• Experience with system monitoring and observability tools such as Splunk, Grafana, Prometheus, or similar platforms.
• Experience with ticketing systems such as Jira or equivalent.
• Familiarity with DevOps practices and tools — Docker, Kubernetes, CI/CD pipelines.
• Strong knowledge of networking fundamentals (DNS, TCP/IP, HTTP/HTTPS, load balancers) and Linux systems.
• Excellent problem-solving skills with the ability to analyse complex systems and resolve issues efficiently.
• Strong communication and interpersonal skills with a customer-focused approach.

WHAT MOJRO OFFERS

• A stable workplace with Committed Founders, Trusted Investors, and Happy Customers.
• A clear mission with positive impact on the supply chain domain.
• An inclusive, collaborative, and supportive environment with equal opportunities, recognition, and a clear path of progression.
• Competitive salary packages and comprehensive benefits, including health insurance, retirement plans, and paid time off.
• Open and transparent communication from leadership about company goals, challenges, and updates.
• A family of Mojroians who celebrate milestones and events throughout the year.

• A comprehensive Health Insurance policy covering you and your immediate family members.
• Innovation is at the core of Mojro’s DNA. We encourage experimentation and cross-functional learning to build a rounded perspective, fuel creative thinking, and bring MOJO at Mojro.