Technical Support Engineer - Netsuite (L3)
Pune · Senior
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LOW
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First 72 hours
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Skills required
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Job description
- Act as the primary escalation point for critical NetSuite production issues.
- Resolve complex functional and technical incidents within SLA.
- Perform advanced root cause analysis and recommend long-term solutions.
- Configure and optimize NetSuite workflows, forms, records, and customizations.
- Develop and support minor SuiteScript enhancements when required.
- Troubleshoot integrations involving RESTlets, SuiteTalk, REST/SOAP APIs, Boomi, Celigo, and middleware platforms.
- Optimize Saved Searches, SuiteAnalytics, dashboards, and system performance.
- Review production changes prior to deployment and support release management.
- Support NetSuite upgrades, production migrations, and post-release validation.
- Mentor L1 and L2 engineers through technical coaching and knowledge-sharing.
- Prepare technical documentation, knowledge articles, and best practice guidelines.
- Collaborate directly with US-based clients and cross-functional teams during overlapping business hours.
- Ensure SLA adherence, customer satisfaction, and continuous service improvement.
- Follow ITIL Incident, Problem, Change, and Request Management processes.
- SuiteBuilder
- SuiteFlow
- SuiteScript 2.x (Basic to Intermediate)
- SuiteAnalytics
- RESTlets & SuiteTalk
- REST/SOAP APIs
- SDF (SuiteCloud Development Framework)
- Git & Azure DevOps (Basic)
- Integration troubleshooting (Boomi, Celigo, REST APIs)
- Ticketing tools (Jira, ServiceNow, Azure DevOps)
- Financial Management
- Order-to-Cash (O2C)
- Procure-to-Pay (P2P)
- Inventory Management
- CRM
- OneWorld
- Revenue Management
- Multi-Subsidiary Operations
- Bachelor's degree in Computer Science, IT, Engineering, or related field.
- 4+ years of ERP/Application Support experience.
- Minimum 4 years of hands-on NetSuite support experience.
- NetSuite SuiteFoundation Certification (Preferred).
- NetSuite ERP Consultant Certification (Good to Have).
- ITIL Foundation Certification (Preferred).
- Experience supporting US-based clients and global support teams.
- Excellent leadership and mentoring skills.
- Strong client-facing communication.
- Advanced analytical and troubleshooting abilities.
- Ability to work independently under pressure.
- Strong customer service orientation and commitment to operational excellence.
- L1: User support, ticket resolution, and basic troubleshooting.
- L2: Advanced functional support, configuration, integrations, and mentoring.
- L3: Technical leadership, complex issue resolution, optimization, and production governance.
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