Senior L3 Support Engineer - Public Cloud (Azure, OCI)

As a Senior L3 Support Engineer at SWATX, you will lead technical investigations and architectural reviews while providing top-tier support for Azure, AWS, and Oracle OCI environments. Your role will involve mentoring junior engineers, creating technical content, and driving customer solutions by collaborating with product teams. Expect to represent the support organization during technical discussions with clients, ensuring each solution aligns with both customer needs and best practices.

To be eligible for the Senior L3 Support Engineer role at SWATX, you should possess professional-level cloud certifications, such as Microsoft Azure Solutions Architect Expert or AWS Solutions Architect Professional. Additionally, you should have a specialty certification relevant to your domain expertise and at least 3 years of experience working with cloud services in support roles, as well as a Bachelor's degree in Computer Science or a related field.

Mentorship plays a crucial role in the Senior L3 Support Engineer position at SWATX. You will be responsible for guiding L1 and L2 engineers, offering training sessions, and sharing your extensive knowledge on cloud solutions. This not only helps elevate the team's performance but also fosters a collaborative environment where everyone's skills can grow.

At SWATX, a Senior L3 Support Engineer should have deep expertise in specialized areas such as Containers/Kubernetes, Serverless architecture, Networking, and Security. Each candidate should be knowledgeable about tools like AKS, EKS, and advanced cloud networking protocols, allowing you to effectively address the complex needs of enterprise customers.

A typical day in the life of a Senior L3 Support Engineer at SWATX involves troubleshooting complex technical issues, collaborating with teams to enhance product offerings, mentoring junior engineers, and leading architectural reviews. You will also partake in creating guidance documents, interact with clients during technical discussions, and continuously explore ways to improve the cloud solutions provided to our customers.

In your response, highlight specific projects where you effectively utilized these cloud services. Mention particular services you’ve worked with and the outcomes achieved. Be sure to include any challenges faced and how you overcame them, demonstrating your problem-solving skills and depth of knowledge.

A strong answer should include a step-by-step approach to identifying and diagnosing issues. Discuss the tools and techniques you use—like logging, monitoring, and a systematic process of elimination. Providing a specific example of a complex issue you resolved can further illustrate your ability to tackle challenges.

When answering this question, focus on your mentorship style and philosophy. Share successful experiences you've had guiding others, focusing on the techniques you used and the positive impacts on the team. Describe how you tailored your approach to meet the individual needs of your mentees.

A great response would outline a specific instance where you were responsible for an architectural review. Discuss the criteria you focused on, stakeholders involved, and how you ensured that the architecture aligned with best practices and customer requirements. Highlight any feedback received from the review.

Be sure to name the relevant certifications you possess, such as AWS Certified Solutions Architect or Azure Certified Architect. Discuss how these credentials validate your expertise and how they have equipped you with the skills to tackle real-world problems effectively in your career.

In your answer, consider mentioning industry publications, blogs, and online courses that you follow regularly. Emphasize the importance of continuous learning in the dynamic field of cloud technology and explain how staying informed has benefitted your work and contributed to your professional growth.

Use the STAR method (Situation, Task, Action, Result) to craft a compelling narrative about your collaboration with product teams. Focus on how your contributions directly influenced the final outcome, improved a feature, or addressed a customer concern effectively.

Identify a specific challenge that required innovative solutions or heightened communication skills. Describe the strategies you employed to resolve the issue, including how you engaged with the customer to ensure their satisfaction and maintained a strong professional relationship.

Documenting solutions and processes is vital for future reference and knowledge transfer. Talk about your approach to creating clear and concise documentation and how it enhances collaboration within teams while serving as a resource for others who may face similar issues down the line.

A well-rounded answer should demonstrate empathy and strong communication skills. Discuss how you would first listen to the customer's concerns, provide transparent updates, and work towards a resolution. It's essential to reassure the customer and keep them informed throughout the process, showing your commitment to service excellence.