L3 Technical Support Engineer

Job description

Services Engineer (Tier 3) | Microsoft Advertising Support Location: Hyderabad Experience: 4 to 6 Years About the Role We are looking for a Services Engineer (Tier 3) with strong technical support and troubleshooting experience. The ideal candidate will have experience investigating complex product issues, writing SQL queries, working with APIs, and analysing technical data to identify root causes and provide resolutions. Experience in digital advertising, ad-tech platforms, or large-scale web-based products is highly preferred. Key Skills • Strong understanding of HTTP and web technologies • Advanced SQL querying and data analysis • Basic to intermediate understanding of APIs (REST/SOAP) • Technical troubleshooting and root cause analysis • Data analysis using Excel and Power BI • Customer issue investigation and escalation management Responsibilities • Provide Tier 3 technical support for the Microsoft Advertising platform. • Investigate and resolve complex product and platform issues. • Troubleshoot problems using SQL queries, logs, APIs, and internal support tools. • Analyse data to identify root causes and recommend solutions. • Partner with engineering teams to drive issue resolution and bug fixes. • Track and manage escalations while meeting SLA requirements. • Communicate technical findings to both technical and non-technical stakeholders. • Create and maintain troubleshooting documentation and knowledge base articles. • Review website implementations and assist with setup-related investigations. • Identify recurring issues and recommend platform improvements. Preferred Background • 4 to 6 years of experience in L3/Tier 3 Technical Support, Product Support, Application Support, or Production Support. • Experience supporting SaaS, AdTech, Digital Advertising, Web Applications, or Enterprise Products. • Strong hands-on experience with SQL. • Experience working with REST or SOAP APIs. • Familiarity with troubleshooting web application issues. • Exposure to Power BI, Azure tools, Databricks, Cosmos, or similar platforms is an advantage.