Hi,

This is Viswanath from Saksoft.

I have an exciting opportunity as a L2/L3 Technical Support Engineer with one of our clients. If you are interested in this opportunity, please share your updated Resume to proceed further. 

Job Title: L2/L3 Technical Support Engineer

Location: Remote  

Hire Type: Contract  

Duration: Long Term

Job Description:

This is a senior, multi-product technical support role embedded within the Client’s legacy managed services team. The resource will serve as the US-based anchor for the Offshore delivery team, providing technical depth across multiple product families. It will act as the primary escalation interface for the Client’s support organization during US business hours.

The role is remote-first but requires the flexibility to conduct on-site visits at the client’s offices, customer locations, or operational facilities when required for critical issue resolution or stakeholder engagement.

L2/L3 Technical Support

•         Provide L3 (and selective L2) support across mutiple product lines

•         Investigate and triage escalated Salesforce tickets following established SOPs; validate, replicate, and document issues before escalating to development

•         Create and manage Azure DevOps work items from escalated Salesforce tickets; track resolution and communicate status back to support teams

•         Participate in the weekly sync with Client’s support, engineering, and professional services

•         Handle environment-specific debugging for dedicated cloud, multi-tenant, on-premise, and T-Scan deployments

US Presence & Customer Coordination

•         Serve as the US-based point of contact for afternoon coordination beyond the core overlap window

•         Conduct on-demand site visits to Client’s facilities or customer locations for critical issues, relationship management, or hands-on debugging

•         Coordinate with Client’s professional services team for on-premise customer upgrade support and environment troubleshooting

•         Participate in certification testing post-patch deployments (target: under 1 hour to exercise all input/output channels)

Legacy Component Awareness

•         Understand and support VB6 components (Indexing Application, Scan Station admin tools) — compilation risks, single-machine builds, ActiveX security exposure

•         Support Delphi 5 components where applicable (Gateway, Rendition Print, Batch Scan)

•         Assist VB6-to-.NET rewrite discovery efforts using Claude Code tooling as directed

Process & Documentation

•         Follow and refine Salesforce-to-Azure DevOps ticket escalation SOPs

•         Document issue resolution patterns to build runbook library for the broader team

•         Participate in QA certification cycles post-deployment across all input/output channels

Technical Skills

•         .NET (C#, WCF, SOAP, REST APIs) — production-level debugging and code reading

•         Delphi (5+) — ability to read, trace, and isolate issues in Delphi-based services such as Gateway, Batch Scan, and Rendition Print; active production codebase.

•         VB6 / COM Interop — understanding of VB6 component behaviour, COM interop patterns, and ActiveX.

•         SQL Server — query analysis, stored procedure debugging, schema understanding across multi-database environments

•         Windows Services and IIS — deployment, configuration, log analysis

•         AWS — EC2, RDS, multi-zone architecture, basic operational tasks

•         .NET Framework 4.x and .NET 8 — parallel codebase awareness (SOAP vs REST business logic)

•         Azure DevOps — work item management, Git repository navigation, pipeline awareness

•         Salesforce Service Cloud — ticket management, escalation workflow, reporting

AI Tools Proficiency

•         Proficient in using AI coding assistants (Claude Code, GitHub Copilot, or equivalent) to accelerate code comprehension, debugging, and documentation across unfamiliar legacy codebases — Delphi, VB6, and .NET

•         Ability to use AI tools to draft, refine, and structure technical documentation, runbooks, SOPs, and escalation summaries from raw logs or conversation notes

•         Experience leveraging AI tools for business-to-technical transformation: converting stakeholder-described symptoms, meeting notes, or ticket narratives into structured, reproducible technical problem statements for the development team

•         Comfortable using AI-assisted tools to support VB6/Delphi rewrite discovery efforts (Claude Code tooling) as directed by the engineering team

•         Ability to critically evaluate AI-generated outputs — code suggestions, root cause hypotheses, documentation drafts — before acting on them in production contexts.

Stakeholder Engagement & Communication

•         Skilled at interfacing between non-technical business stakeholders (support, professional services, operations) and engineering teams — translating business-reported symptoms into structured technical investigations

•         Able to distil complex technical findings into clear, non-jargon summaries for customer-facing communication, account managers, and support leadership

•         Experience facilitating or contributing to recurring stakeholder syncs (weekly triage calls, incident reviews, deployment readiness reviews)

•         Comfortable representing a vendor/managed services team directly with a client''s internal teams — maintaining professional accountability without formal authority

•         Strong written communication: able to produce well-structured escalation reports, post-incident summaries, and knowledge articles from raw investigation notes or work logs

Domain & Process

•         5+ years in a technical support, application support, or software maintenance role

•         Experience supporting multi-tenant and dedicated cloud production environments

•         Ability to navigate complex multi-application architectures without direct code-write access

•         Strong incident management and root cause analysis skills

•         Experience working across time zones as part of a distributed delivery team

Soft Skills & Logistics

•         US-based with valid authorization to work; ability to travel domestically on short notice for site visits

•         Self-directed — able to operate independently during non-overlap hours and exercise sound judgment on escalation vs. self-resolution

•         Comfortable in a legacy environment with mixed tech stacks, sparse documentation, and high institutional knowledge dependency

•         Experience with document management, scanning, or logistics technology platforms

•         Familiarity with IBM i / AS400 / DB2

•         Exposure to Delphi or Pascal codebases

•         Experience with TIBCO iProcess or equivalent workflow engine platforms

•         Background in trucking, freight, or supply chain technology domains

•         Prior experience with VB6 application support or COM interop debugging

Thanks & Regards