Technical Support Engineer

Technical Support Engineer L1/L2/L3 (Cloud & Linux) Cloud Technical Support Engineer , Linux Technical Support Engineer , Technical Support Engineer Cloud Infrastructure , or Customer Support Engineer Cloud/Linux . Technical Support Engineer L1/L2/L3 (Cloud & Linux) who have actually worked on tickets, calls, escalations, troubleshooting and SLA , rather than mainly DevOps engineers. Job Description: Company: Utho Platforms Private Limited About company: Utho Platforms Private Limited is Indias leading cloud platform helping businesses simplify infrastructure with secure, scalable, and cost-effective solutions. With 22,000+ clients and a strong industry presence, we aim to transform how businesses adopt cloud technology. We are looking for driven, target-oriented Inside Sales Executives who are proactive in handling leads, confident in building relationships, and skilled in closing deals over calls and digital platforms. Job Title: Technical Support Engineer L1/L2/L3 (Cloud & Linux) Location: Noida, Sector 142 Experience: 1-6 Years Employment Type: Full-Time About the Role: We are looking for a customer-focused Technical Support Engineer with hands-on experience in L1/L2/L3 technical support, ticket handling, customer escalations, Linux and networking troubleshooting . Who is responsible for resolving customer technical issues through support tickets, calls and remote troubleshooting , ensuring timely resolution within defined SLA/TAT . The role requires strong technical troubleshooting abilities along with excellent verbal and written communication skills . Key Responsibilities Handle L1/L2/L3 technical support tickets and customer queries. Troubleshoot and resolve issues related to Linux servers, cloud infrastructure, VMs and networking . Handle customer escalations professionally and ensure timely resolution. Communicate with customers over calls, emails and ticketing systems . Perform remote troubleshooting and guide customers through technical resolutions. Take ownership of tickets from initial diagnosis through closure. Troubleshoot DNS, TCP/IP, VPN, NAT, firewall, connectivity, server and performance issues . Perform root cause analysis (RCA) for recurring/critical incidents. Escalate complex issues to appropriate L2/L3/Engineering teams when required. Follow escalation matrices and ensure proper internal coordination. Maintain accurate ticket updates, troubleshooting notes and resolution documentation. Ensure SLA adherence, response time and resolution TAT . Work effectively in production-critical/customer-facing environments. Coordinate with Cloud, Network, DevOps and Infrastructure teams for issue resolution. Participate in rotational shifts if required. Required Skills: Must Have: Experience in Technical Support / Product Support / Cloud Support / Linux Support . Hands-on experience working on a ticketing system . Experience handling customer escalations . Strong Linux troubleshooting knowledge. Good understanding of Networking TCP/IP, DNS, NAT, VPN, Firewall, Ports, SSH . Understanding of VMs, servers and cloud infrastructure . Strong troubleshooting and problem-solving skills. Understanding of Incident Management and SLA management . Excellent verbal and written communication skills . Comfortable speaking directly with customers over calls. Ability to explain technical issues to customers in simple language. Good to Have: AWS/Azure/GCP or Private Cloud exposure, monitoring tools, virtualization, Docker/Kubernetes basics, ITIL/Incident Management knowledge, and experience with tools such as ServiceNow, Jira, Zendesk or Freshdesk . Interested Call/whatsapp : 9319315682/ Email : HR@UTHO.COM