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Remote L3 Support Engineer Jobs in California (NOW HIRING)

Ross Stores, Inc

Engineer II

Dublin, CA · On-site +1

$113K - $195K/yr

It also includes providing L3 production support, troubleshooting complex data pipeline issues, and ... This position may be performed remotely anywhere within the United States. #LI-Remote SUPERVISORY ...

ReadMe

Enterprise Support Engineer

San Francisco, CA · On-site +1

San Francisco (Hybrid), New York (Hybrid), Columbus (Hybrid), or Remote (US) We're growing our Support team and are seeking a seasoned Enterprise Support Engineer with deep API expertise, strong ...

OSARO

Technical Support Engineer

San Francisco, CA · On-site +1

$100K - $160K/yr

Join our team at OSARO as a Technical Support Engineer and help us develop cutting-edge AI-based ... Remote work is not an option. * The position is available immediately. We may use artificial ...

OSARO

Technical Support Engineer

San Francisco, CA · On-site +1

$100K - $160K/yr

Join our team at OSARO as a Technical Support Engineer and help us develop cutting-edge AI-based ... Remote work is not an option. * The position is available immediately. We may use artificial ...

Tavily

$109K - $136K/yr

The role We\'re hiring a Technical Support Engineer to provide excellent customer support for ... Remote Work Reimbursement: Up to $85/month for mobile and internet. * Disability & Life Insurance:

Tavily

$109K - $136K/yr

The role We\'re hiring a Technical Support Engineer to provide excellent customer support for ... Remote Work Reimbursement: Up to $85/month for mobile and internet. * Disability & Life Insurance:

Xantrion

IT Support Engineer (Remote - Fresno)

Fresno, CA · On-site +1

$60K - $65K/yr

Xantrion is hiring a fully remote IT Support Engineer. If you're looking to learn from a winning team that takes a people-first approach and receive outstanding benefits that support your family, we ...

iXsystems

Tier 2 Support Engineer

Los Angeles, CA · On-site +1

$60K - $80K/yr

As a member of the Support Team, the Tier 2 Software Support Engineer will support the deployment ... This is a remote position in Los Angeles, CA area. Base Pay Range The base pay range of this ...

TrueNAS

Tier 2 Support Engineer

Los Angeles, CA · On-site +1

$60K - $80K/yr

As a member of the Support Team, the Tier 2 Software Support Engineer will support the deployment ... This is a remote position in Los Angeles, CA area. Base Pay Range The base pay range of this ...

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Remote L3 Support Engineer information

What is the difference between Remote L3 Support Engineer vs Remote Network Support Engineer?

AspectRemote L3 Support EngineerRemote Network Support Engineer
Required CredentialsTypically certifications like CompTIA Network+, Cisco CCNA, or equivalentSimilar certifications such as Cisco CCNA, CompTIA Network+
Work EnvironmentProvides advanced technical support, troubleshooting complex issues, often in IT or tech companiesFocuses on network infrastructure, troubleshooting network problems remotely
Employer & Industry UsageUsed in IT service providers, tech companies, and enterprise support teamsCommon in telecom, internet service providers, and large corporate networks

The Remote L3 Support Engineer and Remote Network Support Engineer roles share similar certifications and work environments, often overlapping in technical skills. However, L3 engineers handle broader, more complex issues across various systems, while Network Support Engineers specialize specifically in network infrastructure and connectivity problems.

What are the main challenges faced by remote L3 support engineers, and how can candidates prepare for them?

Remote L3 Support Engineers often face complex technical issues that require in-depth troubleshooting and collaboration across multiple teams. One common challenge is diagnosing problems without physical access to hardware, which demands strong analytical skills and effective use of remote diagnostic tools. Additionally, balancing multiple high-priority incidents while maintaining clear communication with clients and internal stakeholders is essential. Candidates can prepare by gaining hands-on experience with remote support technologies, practicing clear documentation, and developing strong problem-solving abilities.

What are the key skills and qualifications needed to thrive as a remote L3 support engineer?

To thrive as a Remote L3 Support Engineer, you need advanced troubleshooting skills, in-depth knowledge of operating systems and networks, and typically a degree in computer science or related field. Expertise with ticketing systems, remote desktop tools, scripting languages, and certifications such as CompTIA Network+ or Microsoft Certified Solutions Expert (MCSE) are highly valuable. Strong analytical thinking, communication, and customer service skills help in resolving complex issues and collaborating with both clients and internal teams. These abilities ensure timely resolution of critical problems, maintain system reliability, and enhance client satisfaction in a remote support environment.

What is a remote L3 support engineer?

Remote L3 Support Engineers, also known as Level 3 support engineers, are specialized IT professionals who handle the most complex technical issues that cannot be resolved by lower-tier support teams (L1 and L2). Working remotely, they diagnose and solve advanced software, hardware, or network problems, often collaborating with developers or product teams. Their expertise is crucial for resolving critical incidents, providing root cause analysis, and implementing long-term solutions. They may also create documentation and offer guidance to other support levels to prevent recurring issues.
What are the most commonly searched types of L3 Support Engineer jobs in California? The most popular types of L3 Support Engineer jobs in California are:
What are popular job titles related to Remote L3 Support Engineer jobs in California? For Remote L3 Support Engineer jobs in California, the most frequently searched job titles are:
What job categories do people searching Remote L3 Support Engineer jobs in California look for? The top searched job categories for Remote L3 Support Engineer jobs in California are:
What cities in California are hiring for Remote L3 Support Engineer jobs? Cities in California with the most Remote L3 Support Engineer job openings:
Remote L3 Support Engineer jobs near you
Infographic showing various Remote L3 Support Engineer job openings in California as of August 2026, with employment types broken down into 60% Full Time, and 40% Contract. Highlights an 100% Remote job distribution.

Director, NA L3 Customer Support

Centric Software

Campbell, CA • On-site, Remote

Full-time

Posted 8 days ago

Job description

About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We're here to challenge the status quo-and we're looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Director, NA L3 Customer Support
Location: North America (Remote or Hybrid within close proximity to Centric HQ)
Reports To: VP, Global Customer Support
Job Summary:
At Centric Software we embrace our customers. Their success is in lock step with our success.
As the Director, North America Level 3 Support, you will lead the technical escalation team responsible for resolving the most complex customer issues within the region. You are accountable for ensuring the L3 Support team functions as the customer facing POC for all issues escalated to their queue, driving through to closure.
You will work closely with Level 1 and Level 2 Support teams to ensure a seamless escalation process and world-class customer experience.
This role requires deep technical expertise, strong leadership, and a proactive approach to problem-solving. You will also focus on regional talent development and operational excellence while ensuring alignment with global support strategies.
Key Responsibilities:
Leadership and Strategy:
  • Lead and develop a team of highly skilled Level 3 support engineers across North America.
  • Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times.
  • Drive adoption of global Level 3 Support best practices while tailoring them to regional needs.
  • Act as the primary escalation point for critical customer issues within the region, ensuring timely resolution and high customer satisfaction.
  • Develop and mature regional talent through mentoring, training, and career development programs.

Technical Expertise & Problem Solving:
  • Lead the investigation and resolution of the most critical and technically complex customer incidents affecting both private cloud and on-premise deployments.
  • Go hands-on to contribute to the troubleshooting effort (as needed) with escalated customer issues, potentially owning tickets from start to finish.
  • Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times.
  • Drive adoption of global Level 3 Support best practices while tailoring them to regional needs.
  • Collaborate with Cloud Operations and R&D to ensure optimal system performance, scalability, and uptime for hosted environments.

Customer Experience:
  • Assist Level 1 & 2 Support regional leaders with customer engagement on high priority issues.
  • Engage directly with users and senior leaders at strategic / high-value customers, acting as a technical advisor to build trust and ensure long-term satisfaction on escalate issues.
  • Contribute to the Root Cause Analysis (RCA) effort by providing deep technical breakdown of incident causes.

Operational Excellence:
  • Monitor key performance indicators (KPIs), including resolution time, case backlog, and customer satisfaction scores, to measure team effectiveness within the region.
  • Optimize regional resource allocation to ensure efficiency while meeting SLAs.
  • Recommend automation and efficiency improvement opportunities to senior leadership.
  • Provide regular reporting and insights on support trends to senior leadership.
  • Lead post-mortem reviews of major incidents to identify areas for operational and product improvement.

Cross Functional Collaboration:
  • Work with the Sr. Director, Global L3 Customer Support to advocate for necessary product fixes, enhancements, and security patches.
  • Provide valuable field insights on software performance, usability, and security vulnerabilities to guide product development priorities.
  • Work closely with Cloud Operations teams to address platform-related challenges and optimize system reliability within the region.

Metrics / Reporting:
  • Monitor key metrics to ensure regional team performance and supportability.
  • Track key performance indicators (KPIs) related to support effectiveness within region.
  • Regularly report on regional support metrics to senior customer support leadership.
  • Use data-driven insights to identify areas for improvement.

Continuous Improvement:
  • Stay current with industry trends, emerging technologies, best practices in technical support / enterprise software troubleshooting, and customer needs for the region.
  • Innovate and recommend new support models, tools, and processes. Work with the global Customer Support leadership group to implement.
  • Drive efficiency gains while maintaining high-quality support.

Qualifications:
Education:
  • Bachelor's degree in relevant field.

Experience:
  • 10+ years of experience in enterprise technical support or product implementation, including at least 5 years in a leadership role.
  • Deep expertise in PLM software, SaaS, and hybrid cloud/on-premise environments.
  • Proven ability to manage escalations, perform root cause analysis, and work with R&D to drive long-term solutions.
  • Strong leadership skills with experience in hiring, coaching, and developing technical teams.
  • Experience working in ITIL, DevOps, or similar incident management frameworks.

Skills:
  • Strong leadership and presentation skills.
  • Data-driven decision-making.
  • Customer-focused mindset.
  • Collaborative and adaptable.
  • Strong technical and troubleshooting mindset.
  • Excellent organizational and communication skills.

What we offer:
  • Competitive salary and benefits.
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
  • Opportunity to work with a dedicated and motivated team.
  • A remote work environment built on collaboration, flexibility, and respect.
  • Varied and challenging work to help you grow your technical skillset.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

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