{"id":1973885,"url":"https://alion.io/job/cme-l3-technical-support-engineer","title":"L3 Technical Support Engineer","company":{"id":33863,"name":"CME Group","domain":"cmegroup.com","url":"https://alion.io/company/cmegroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":5,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"Linux","optional":false},{"name":"MySQL","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"TCP/IP","optional":false}],"status":"live","first_seen_at":"2026-10-06T18:10:55Z","employer_posted_date":null,"last_verified_at":"2026-10-06T18:10:55Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"This is a remote position.\nWork Schedule:1st Shift: Mon-Fri → 4:00 PM–1:00 AM Egypt time2nd Shift: Wed-Fri → 9:00 PM–6:00 AM Egypt time, Weekend → 3:00 PM–12:00 AM Egypt time (Monday & Tuesday Off)\nPackage:$1100 - $1300, Class A Medical Insurance, Reimbursement of courses/certifications \nWe are seeking a highly motivated L3 Technical Support Specialist (Checkout & Field Operations) to provide advanced technical support for field checkout operations and critical infrastructure environments. The role requires strong troubleshooting expertise, deep analytical thinking, and the ability to perform root cause analysis across multiple technology layers while collaborating with field teams to ensure operational excellence. This position is ideal for professionals looking to advance their expertise and transition toward a fully-fledged L3 support function. \n\nThe Key Responsibilities are: \n\nProvide L2/L3 remote support for field checkout escalations and deliver structured escalation pathways to ensure seamless operation of critical checkout infrastructures. \n\nSupport field technicians by diagnosing and resolving complex technical issues in a timely and effective manner. \n\nPerform in-depth root cause analysis (RCA) by analyzing network traffic, system behaviors, application performance, and system logs. \n\nTroubleshoot multi-layered technical issues involving networking, operating systems, applications, and infrastructure components. \n\nCreate, maintain, and improve technical documentation, operational playbooks, troubleshooting guides, and knowledge base articles. \n\nManage incidents throughout their lifecycle, ensuring accurate documentation, communication, escalation, and resolution. \n\nBalance hands-on technical support activities with administrative and operational responsibilities required to maintain system performance and reliability. \n\nUtilize scripting and database knowledge to query data, analyze logs, automate repetitive tasks, and optimize troubleshooting processes. \n\nCollaborate with cross-functional teams to identify recurring issues and implement preventative solutions. \n\nContribute to continuous service improvement initiatives through process optimization and knowledge sharing. \n\nRequirements\n\nBachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field. \n\n4-5 years of experience in Technical Support, Infrastructure Support, Systems Administration, Network Operations, or a related technical role. \n\nSolid networking troubleshooting skills with hands-on experience in TCP/IP, DNS, routing, firewalls, and network diagnostics. \n\nStrong experience in incident management, troubleshooting methodologies, and root cause analysis. \n\nFunctional proficiency in Linux shell environments and command-line troubleshooting. \n\nExperience utilizing APIs through tools such as cURL, Postman, or script-based integrations. \n\nAbility to analyze system logs and troubleshoot issues across multiple technology layers. \n\nExperience creating and maintaining technical documentation and knowledge management resources. \n\nFamiliarity with AWS cloud environments and infrastructure monitoring tools is considered a strong advantage. \n\nPractical knowledge of MySQL for querying data, log tracing, and system state verification. \n\nBasic proficiency in Python scripting for automation, log parsing, and operational efficiency improvements. \n\nPassion for hardware, electronics, IoT projects, Raspberry Pi, Arduino, or similar technologies is considered a plus. \n\nStrong analytical and problem-solving skills with the ability to work independently and make informed technical decisions. \n\nAbility to rapidly switch context between technical troubleshooting and clear communication with both technical and non-technical stakeholders. \n\nStrong collaboration skills and a team-oriented mindset. \n\nExcellent English communication skills. \n\nOriginally posted on Himalayas","description_format":"text","description_chars":3925,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-06T20:28:00Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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