We're hiring a Senior L3 Support Engineer, based on-site in Kharadi, Pune. It's a full-time role at the top of the support escalation chain, meaning this person is usually the last stop before a problem gets flagged to engineering or a vendor. Compensation for this L3 support engineer role in Pune is INR 69,500 a month, which is toward the upper end for experienced professionals in the area right now.
Who fits this role
The expectation is at least seven and a half years of hands-on IT support experience, since this isn't a role for someone still building their ticket-resolution instincts. A bachelor's degree in a technical field is the usual entry point, though candidates with a strong diploma-level qualification and equivalent field experience are also considered on the strength of their experience. An ITIL Foundation certification matters here too; most ticket workflows and escalation structures at this level follow ITIL practice, and not having that grounding tends to show quickly in how someone handles a P1 incident.
The required skill set includes advanced troubleshooting across hardware and software, root cause analysis rather than surface-level fixes, basic to intermediate scripting to automate repetitive diagnostic steps, and confident escalation handling when a problem genuinely needs to move up the chain rather than sit on someone's desk.
Skills that help but aren't mandatory
Some exposure to a scripting language like PowerShell or Python is useful, particularly for writing quick diagnostic checks instead of repeating the same manual steps every time a similar ticket lands. Prior experience mentoring L1 or L2 engineers is a genuine plus, since a chunk of this role involves reviewing what junior staff already tried before a ticket reaches L3. Familiarity with a specific ITSM platform such as ServiceNow or Freshservice also helps, though the team is willing to train someone up on the tool itself if the underlying troubleshooting instincts are strong.
What the day-to-day looks like
- Taking ownership of escalated tickets that L1 and L2 support couldn't resolve, and working them through to a real fix rather than a temporary workaround
- Diagnosing hardware and software issues that don't have an obvious cause, including problems that span multiple systems
- Running root cause analysis on recurring incidents so the same issue doesn't keep resurfacing every few weeks
- Escalating genuinely unresolved problems to the relevant engineering or vendor team, with enough documentation that they don't have to start from scratch
- Writing or maintaining small scripts that automate repetitive diagnostic or remediation steps
A fair number of the tickets that reach this desk have already been through two people who couldn't crack them, so there's a real element of being the one who's expected to figure it out. That's not unusual for an L3 role. It does mean the pace can get uneven; some days are routine, and others involve staying on a single production issue until it's actually resolved, not just handed off.
Compensation and benefits
Base pay for this role is INR 69,500 per month. On top of that, the package includes health insurance, paid time off, and performance-linked bonuses, which are fairly standard across senior full-time IT support roles in this market. Since the position is based on-site, employees also get access to the office cafeteria and either a cab facility or a commute allowance, depending on how far someone's traveling from.
The team and setup
This posting was put together through Naukri Mitra on behalf of the hiring company, and it's a Kharadi-based team working entirely on-site rather than hybrid. Being physically present matters somewhat for this role, since a chunk of L3 work involves walking over to a colleague's desk to look at something together rather than screen-sharing through a call. Kharadi has become one of Pune's densest IT corridors over the last several years, so there's no shortage of similar senior support roles nearby, but this one leans toward candidates who already have escalation-handling reps in, not people looking to grow into it.
How to apply
Applicants should be ready to describe a specific root cause they tracked down that wasn't obvious at first glance, since that's usually a better signal than a list of tools someone's touched. Anyone currently working in an L2 or L3 support capacity in Pune, or relocating from another city with comparable experience, is welcome to apply. The hiring team is reviewing applications on a rolling basis and expects to move quickly for candidates already local to Pune.
