Software Support Engineer II (L3) @ Pakistan Single Window (PSW)

Description Assist in reviewing and resolving software issues escalated from the L2 support team. Work with product development and testing teams to report bugs and suggest improvements based on stakeholder feedback. Coordinate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to track and follow up on reported production issues. Maintain records of reported issues, root cause analyses, and impacted transactions for documentation and reporting purposes. Develop knowledge of PSW software applications and stay updated on new releases. Perform tasks assigned by the line manager to enhance software support functions. Support the monitoring of production incidents and assist in identifying trends to help prevent future issues. Requirements Must have higher secondary school certificate (HSC) , along with associate diploma (3 Years) in information technology OR 16 years of education in computer science, computer engineering or equivalent discipline. 1-2 years of relevant experience. Proficient in SQL query writing. Experience with reading and analysing logs from various sources, including tools like Serilog and Splunk or similar tools. Basic understanding of microservices architecture principles, architectural challenges & logging issues. Basic knowledge of Queue services such as RabbitMQ or similar queue management tools. Should have familiarity with C# and JavaScript code to recognize fundamental issues. Strong communication skills, with the ability to communicate technical information to both technical and non-technical audiences. Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues. Experience with support tools and technologies, such as ticketing systems, CRM software, and remote support tools. Knowledge of software development methodologies and the software development lifecycle. Ability to work in a fast-paced, dynamic environment, and adapt to changing priorities and requirements. Strong interpersonal skills and problem-solving abilities to work with cross-functional teams.