{"id":3114454,"url":"https://alion.io/job/sd-it-services-technical-support-l3","title":"Technical Support L3","company":{"id":4414465,"name":"SD IT Services","domain":"sdit-services.com","url":"https://alion.io/company/sd-it-services","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gjilan, Kosovo"],"countries":["XK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Rest API","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Linux","optional":true},{"name":"Postman","optional":true},{"name":"Sentry","optional":true},{"name":"SQL","optional":true},{"name":"Zabbix","optional":true}],"status":"live","first_seen_at":"2026-10-13T23:38:24Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-24T13:31:29Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"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.\nYou will work across hardware, software, networking, cloud-based applications, POS solutions, and payment integrations, ensuring that critical business systems operate reliably.\nThe 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.\nResponsibilities:\nHandle complex L3 escalations from L1 and L2 technical support teams.\nInvestigate critical software, hardware, connectivity, and integration issues.\nPerform root cause analysis (RCA) using application logs, system diagnostics, monitoring tools, and network traces.\nTroubleshoot POS systems, kitchen display systems (KDS), payment terminals, and connected peripherals.\nDiagnose TCP/IP, DNS, DHCP, VPN, Wi-Fi, routing, and network connectivity problems.\nInvestigate API communication failures, synchronization issues, and third-party integration errors.\nCollaborate with developers and external vendors to investigate and resolve product defects.\nIdentify recurring incidents and recommend permanent technical solutions.\nSupport system configuration, deployment, upgrades, and technical maintenance.\nCreate clear technical documentation, incident reports, and troubleshooting procedures.\nGuide L1 and L2 engineers through complex troubleshooting cases.\nMonitor service performance and contribute to proactive incident prevention.\nRequirements:\nProven experience in advanced technical support, systems troubleshooting, or a similar technical role.\nStrong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, routing, and network diagnostics.\nExperience troubleshooting Windows, Android, and network-connected devices.\nAbility to analyze application logs, system events, and technical error reports.\nUnderstanding of REST APIs, HTTP requests, authentication, and software integrations.\nExperience investigating issues involving multiple connected systems.\nStrong analytical skills and a structured approach to troubleshooting and root cause analysis.\nAbility to work independently on complex technical incidents.\nGood written and spoken English communication skills.\nAbility to document technical findings clearly and communicate effectively with technical and non-technical stakeholders.\nNice to have:\nExperience with restaurant POS or hospitality technology.\nFamiliarity with Android POS devices, payment terminals, and hardware integrations.\nExperience with tools such as Postman, ADB, Sentry, or Zabbix.\nUnderstanding of SQL databases and basic database troubleshooting.\nFamiliarity with SIP/VoIP technologies and network telephony.\nExperience investigating payment gateway and third-party API integrations.\nBasic knowledge of Linux, scripting, or automation.\nExperience with cloud applications and remote device management.\nPrevious experience mentoring junior technical support engineers.\nBenefits:\nWork on technically challenging, real-world business systems.\nGain experience across software, networking, integrations, and connected devices.\nCollaborate with technical support specialists, engineers, and external technology providers.\nContribute to technical improvements and long-term solutions rather than only day-to-day troubleshooting.\nOpportunities to expand technical knowledge and take ownership of complex projects.","description_format":"text","description_chars":3690,"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":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Corporate Events","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-22T21:41:07Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring 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