EXL (NASDAQ: EXLS) is a global data and AI company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the world’s leading corporations.

EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect, creating value from data to ensure faster decision-making and transforming operating models. Key industries include Insurance, Healthcare, Banking and Financial Services, Media, and Retail, among others. 

Headquartered in New York, our team is over 60,000 strong, with more than 50 offices spanning six continents. For information, visit www.exlservice.com.

Role Title:  Senior Technical Support Engineer  (Level 3)

Band: C2 (6-9 year’s experience)

BU/Segment: Analytics / Data Management 

Location:   Leeds, United Kingdom (Office based)

Employment Type: Permanent to start as soon as possible

Working Hours: Monday to Friday normal working hours including rotational on call shifts over evenings and weekends. 

Summary of the role:

L3 Support Engineer for Retail Customers is responsible for resolving the most complex technical issues escalated from L1 and L2 support teams. This role involves deep technical troubleshooting, collaboration with product and engineering teams, and ensuring high availability and performance of retail systems including POS, e-commerce ata platforms, and backend integrations.

As part of your duties, you will be responsible for:

 Handle escalated issues from L2 support related to retail data systems (POS, inventory, CRM, e-commerce).
• Perform root cause analysis and implement long-term fixes for recurring issues.
• Collaborate with development and QA teams to resolve software bugs and performance bottlenecks.
• Monitor system health and proactively identify potential disruptions in retail operations.
• Support deployment and configuration of new features or updates in retail environments.
• Maintain detailed documentation of issues, solutions, and best practices. Own Knowledge base updates.
• Provide mentorship and technical guidance to L1 and L2 support teams.
• Participate in 24/7 on-call rotations for critical incident response.

Required Skills & Competencies

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, with at least 2 years in L3 or equivalent roles.
• Strong understanding of retail systems architecture (POS, ERP, CRM, payment gateways).
• Proficiency in database management (SQL, Oracle), scripting (Python, Bash), and system administration (Linux/Windows).
• Knowledge of ITIL practices and incident management tools (e.g., ServiceNow, Jira).
• Experience with monitoring tools (e.g., AzureMonitor, Splunk, Datadog, New Relic).
• Ability to work in a fast-paced, customer-facing environment.
• Experience with cloud platforms (Azure)
• Excellent analytical, troubleshooting, and communication skills.

Preferred skills and Experience: 

• DP-203: Microsoft Certified – Azure Data Engineer Associate.
• Databricks Certified Data Engineer Associate
• Databricks Certified Data Engineer Professional
• AZ-305: Microsoft Certified – Azure Solutions Architect Expert - (Includes designing data storage, integration, and governance solutions as part of broader architecture )

As part of a leading global data and AI company, you can look forward to:

• A competitive salary with a generous bonus, private healthcare, critical illness life assurance at 4 x your annual salary, income protection insurance, and a rewarding pension.
• EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
• As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
• EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
• At EXL, we offer a flexible hybrid working model that allows employees to live a balanced, healthy lifestyle while strengthening our culture of collaboration.

To be considered for this role, you must already be eligible to work in the United Kingdom.