Our Opening and Your Responsibilities
- Serve as the primary L3 incident owner and escalation lead for assigned products; manage endto-end technical resolution for high-severity incidents.
- Lead incident triage and cross-team coordination; act as incident commander or triage lead as needed.
- Investigate, troubleshoot, root cause, and resolve complex technical issues across distributed client-server environments.
- Manage and support backup, archive, and restore processes for application data and system configurations.
- Create, maintain, and curate support artifacts such as knowledge base articles, troubleshooting guides, diagnostic scripts, runbooks, and known error records.
- Liaise with Support groups, Market Organizations, Product Owners, R&D, and Customers to ensure timely resolution, change implementation, and product quality improvements.
- Mentor, train, and upskill junior engineers; drive continuous improvement of support processes and technical capabilities across the team.
- Support market organizations in customer projects, both on-site and off-site, including system architecture proposals, implementation plans, installations, configuration, and validation activities.
- Provide pre-sales technical guidance and contribute to solution design for customer deployments.
- Support product testing, issue reproducibility, fix/patch verification, validation, and release readiness activities.
- Produce technical documentation and training materials for internal teams, market organizations, and customers.
- Participate in on-call rotations and be available for critical escalations as required.
- Prepare and deliver training for market organizations and end customers.
What You Need to Succeed
- Qualifications: Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
- Work Experience: 5+ years of hands-on experience in technical support, L3 application support,
- systems engineering, or similar roles; experience in global/international support environments is preferred.
- Proven track record of owning high-severity incidents and coordinating cross-functional triage across Support, Product, and Engineering teams.
- Strong troubleshooting and root-cause analysis skills for large distributed systems, including client-server architectures.
- Broad technical knowledge of Networking, Databases, Windows Server OS, Virtualization, Web services, Load balancers, Caching, Performance troubleshooting.
- Technical expertise in Windows desktop application installation and repair, Windows services, SQL Server installation and troubleshooting, SQL Server replication and jobs, SQL queries and CRUD operations.
- Knowledge of SNOW ticketing system.
- Familiarity with logs, observability tools, diagnostic scripting, and automation.
- Experience with installation, configuration, maintenance, and validation of software used in production or laboratory processes.
- Excellent written and verbal communication skills in English, with strong customer-facing and stakeholder management experience.
- Strong customer orientation, high degree of independence, pragmatic problem-solving ability, and a collaborative mindset.
- Demonstrable expertise in root-cause analysis and structured problem-solving.
- Hands-on experience with backup and restore technologies and processes.
- Proven ability to work in international, multidisciplinary teams and communicate effectively with both technical and non-technical stakeholders.
- Fluent English, spoken and written.
- Depending on new technology requirements, additional extended IT knowledge may be required.
Nice to have skill / experience:
- ITIL Foundation certification or equivalent service management experience.
- Experience with validation of computerized systems and regulatory compliance.
- Knowledge of laboratory environments, instruments, and laboratory IT systems.
- Field service or technician experience in a laboratory environment.
- Domain knowledge in laboratory software and instruments.
- Experience authoring training videos and advanced troubleshooting automation.
- Familiarity with regulatory frameworks such as GMP, 21 CFR Part 11, ISO 27001, and ISO 9001.
- Experience with instrument service workflows.
Our Offer to You
- Hybrid working model.
- Family Mediclaim benefits including parents & Term life insurance Cover.
- Wide portfolio of training opportunities including but not limited to Conferences, Workshops, Education reimbursement & Online learning.
- A wide range of Career Path to explore based on Individual strengths and aspirations.
- Quarterly and Annual awards for outstanding individuals and Quality of Life Improvement Program
We invite you to be part of our ONE TEAM to make the difference…Precisely
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.
For those who prioritize precision, Mettler Toledo is precisely where you belong.
Job Reference #
22981
Preferred Location
Tamil Nadu
Coimbatore
Job Type
Full-time
Legal Entity
MT-SWDC-IN Coimbatore PO
IndiQube Kovai, No. 1333, Avinashi Road, Peelamedu, Coimbatore - 641004
+91 89258 37973