- Serve as primary L3 incident owner and escalation lead for assigned products; manage end-to-end
- technical resolution for high-severity incidents.
- Lead incident triage and cross-team coordination when the technical lead is absent; act as incident
- commander/triage lead as needed.
- Investigate, root-cause, and resolve complex technical issues across distributed client-server and
- cloud/container environments.
- Create, maintain and curate support artifacts: 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 support engineers; drive continuous improvement of support processes
- and technical capabilities across the team.
- Support market organizations in customer projects off- and on-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.
- Assist with product testing, reproducibility of issues, and verification of fixes/patches.
- 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.
- Qualifications: Bachelor's degree in Computer Science, Software Engineering, Information
- Technology, or related discipline.
- Work Experience: 8+ years of hands-on experience in technical support, L3 application support,
- systems engineering, or similar roles (experience in global/international support environments
- preferred).
- Proven track record 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 (microservices,
- client-server architectures).
- Broad technical knowledge: networking, databases, Windows Server OS, virtualization, web
- services, load balancers, caching, and performance troubleshooting.
- Cloud and container experience: deploying/operating container-based systems (Docker,
- Kubernetes) and working with private/public clouds (such as Microsoft Azure).
- Familiar with logs/observability tools, diagnostic scripting and automation.
- Experience with installation, configuration, maintenance and validation of software used in
- production/laboratory processes.
- Excellent written and verbal communication skills in English; customer-facing experience and
- strong stakeholder management skills.
- Strong customer orientation, high degree of independence, pragmatic problem solving and a
- collaborative mindset.
- ITIL Foundation certification (or equivalent service management experience).
- Experience with validation of computer systems (GxP/regulated environments).
- Prior exposure to laboratory or industrial environments and their IT/ecosystem.
- Experience as field technician in industrial environment.
- Experience authoring training videos and advanced troubleshooting automation
- 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
For those who prioritize precision, Mettler Toledo is precisely where you belong.
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