Lead Technical Support Engineer – L3

About Clari5:

Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.

Key features and functionalities of Clari5’s offerings include:

• Fraud Detection and Prevention: Clari5’s solutions use advanced algorithms to analyze transactions and user behavior in real time, identifying suspicious activities that may indicate fraudulent behavior.
• Customer Engagement: The platform helps banks and financial institutions understand customer behavior and preferences, enabling personalized product offerings and improving overall customer experience.
• Risk Management: Clari5 aids organizations in assessing and managing various risks, including credit and operational risks, by providing insights based on historical data and trends.
• Operational Efficiency: By automating repetitive tasks and streamlining processes, Clari5 helps organizations reduce costs and enhance productivity.
• Real-time Analytics: Clari5 provides real-time insights and analytics, allowing banks and financial institutions to make data-driven decisions promptly.

Overall, Clari5 aims to empower businesses in the financial sector by providing them with the analytical tools and intelligence needed to thrive in a competitive and rapidly changing Environment.

Role: Lead Technical Support Engineer – L3

Exp: 7+ yrs

• Subject matter expert who drives technical issue resolution and team improvement initiatives.

Role & responsibilities:

• Handle complex or critical incidents requiring deep technical expertise.
• Perform Root Cause Analysis (RCA) for recurring or high-severity issues and recommend long-term fixes.
• Lead problem management initiatives and improve stability of product deployments.
• Mentor and train L1 & L2 engineers; conduct technical knowledge-sharing sessions.
• Automate repetitive tasks and improve efficiency using advanced scripting.
• Liaise with development and product teams to resolve bugs or feature integration issues.
• Provide insights in weekly/monthly reporting, documenting trends and issue patterns.

Technical Skills:

• Advanced Linux/UNIX expertise, including clustering, HA (High Availability), load balancing, performance tuning. Deep expertise in web/application server administration and tuning.
• Strong database diagnostic expertise (SQL tuning, indexing, transaction issue debugging).
• Proficient in scripting and automation tools.
• Exposure to system-level and application-level architectural troubleshooting.

Soft Skills:

• Strong leadership qualities and ability to drive resolution during critical incidents.
• Excellent problem-solving and team mentoring abilities.
• Preferred Experience with banking, financial technology, or fraud detection applications.
• Exposure to onsite client implementations or product integration.

Education:

• Bachelor’s Degree in Computer Science, Information Technology or equivalent.

Additional Traits:

• Strong customer orientation and problem-solving mindset.
• High level of urgency and accountability.
• Excellent written and verbal communication.
• Ability to work in rotational shifts and handle on-call support.
• Willingness to travel when required.
• Fast learner with adaptability to new technologies.