As a Level 3 Support Engineer at Momentive India, you will provide advanced technical support while maintaining professional and effective communication with both clients and internal teams for the Your Membership (YM) team. Success in this role requires strong technical expertise, analytical problem-solving skills, and the ability to engage collaboratively across multiple stakeholders. You will work closely with engineering teams, troubleshoot complex issues, and ensure a seamless resolution process for both internal and external users. 
Your expertise as a YM subject matter expert will result in positive client experiences, increased success, and long-term loyalty.

Key Responsibilities: 

• Act as a technical liaison, effectively collaborating with Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering to troubleshoot platform or integration issues.

• Lead technical troubleshooting efforts for existing customers and vendors while providing internal technical insights across departments.

• Diagnose and resolve issues in Integration calls involving API, JSON, XML, and HTML. 

• Monitor and troubleshoot third-party system integrations, prioritize bugs, and identify opportunities for enhancement. 

• Manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently. 

• Assist with configuration and testing of SSO (Single Sign-On) and Web Hooks to ensure seamless authentication and data flow. 

• Investigate and document issues that require escalation to the Product Engineering team. 

• Maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines. 

• Review and troubleshoot error logs to diagnose and resolve customer-reported issues. 

• Reproduce customer-reported issues to identify root causes and provide actionable solutions. 

• Support testing of new product features to ensure functionality and stability.