Technical Support L3

We are looking for a skilled and proactive Technical Support L3 Specialist to join our team in Gjilan, Kosovo.

In this role, you will be responsible for investigating and resolving complex technical issues that require advanced troubleshooting, system-level analysis, and collaboration with engineering teams and external service providers.

You will work across hardware, software, networking, cloud-based applications, POS solutions, and payment integrations, ensuring that critical business systems operate reliably.

The ideal candidate is someone who goes beyond temporary workarounds, identifies root causes, documents technical findings, and contributes to long-term improvements in system reliability and support operations.

Handle complex L3 escalations from L1 and L2 technical support teams.

Investigate critical software, hardware, connectivity, and integration issues.

Perform root cause analysis (RCA) using application logs, system diagnostics, monitoring tools, and network traces.

Troubleshoot POS systems, kitchen display systems (KDS), payment terminals, and connected peripherals.

Diagnose TCP/IP, DNS, DHCP, VPN, Wi-Fi, routing, and network connectivity problems.

Investigate API communication failures, synchronization issues, and third-party integration errors.

Collaborate with developers and external vendors to investigate and resolve product defects.

Identify recurring incidents and recommend permanent technical solutions.

Support system configuration, deployment, upgrades, and technical maintenance.

Create clear technical documentation, incident reports, and troubleshooting procedures.

Guide L1 and L2 engineers through complex troubleshooting cases.

Monitor service performance and contribute to proactive incident prevention.

Proven experience in advanced technical support, systems troubleshooting, or a similar technical role.

Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, routing, and network diagnostics.

Experience troubleshooting Windows, Android, and network-connected devices.

Ability to analyze application logs, system events, and technical error reports.

Understanding of REST APIs, HTTP requests, authentication, and software integrations.

Experience investigating issues involving multiple connected systems.

Strong analytical skills and a structured approach to troubleshooting and root cause analysis.

Ability to work independently on complex technical incidents.

Good written and spoken English communication skills.

Ability to document technical findings clearly and communicate effectively with technical and non-technical stakeholders.

Experience with restaurant POS or hospitality technology.

Familiarity with Android POS devices, payment terminals, and hardware integrations.

Experience with tools such as Postman, ADB, Sentry, or Zabbix.

Understanding of SQL databases and basic database troubleshooting.

Familiarity with SIP/VoIP technologies and network telephony.

Experience investigating payment gateway and third-party API integrations.

Basic knowledge of Linux, scripting, or automation.

Experience with cloud applications and remote device management.

Previous experience mentoring junior technical support engineers.

Work on technically challenging, real-world business systems.

Gain experience across software, networking, integrations, and connected devices.

Collaborate with technical support specialists, engineers, and external technology providers.

Contribute to technical improvements and long-term solutions rather than only day-to-day troubleshooting.

Opportunities to expand technical knowledge and take ownership of complex projects.