Most sought after Tech level! Ideally in a team of 10, 6 of them will be L2, 2 of them will be L1 and 2 will be L3.

A Level 2 (Warrior/L2) tech has a typical industry experience of 1 year to 3 years and will have a more advanced understanding of server management, troubleshooting, and customer service than a Level 1 tech. They handle escalated issues and often work directly on server-level tasks, with responsibilities that require a mix of in-depth technical knowledge and problem-solving skills.

Their skillsets may be varying. Some of our Warriors are well versed in Linux only as they may have worked on Linux boxes during their L1 stint, while few of them will be jack of all, understanding the tech stacks of the industry in its breadth (more of breadth!) and depth.

Server Administration: Proficiency in managing Linux (often Almalinux, RockyLinux, Ubuntu) and Windows servers. They are comfortable with command-line operations - even of hosting control panels, server configurations, and service management.

Web Server Management : Familiarity with web servers like Apache, Nginx, and LiteSpeed, including configuration, optimization, and troubleshooting.

Database Management : Intermediate knowledge of MySQL, Postgres, MSSQL, and other databases like MongoDB. They know how to perform backups, restores, indexing, and to troubleshoot database-related issues, but they may not be knowing master-slave cluster setup, database tuning etc.

Advanced DNS Management : Familiarity in managing the DNS server without a control panel.

Email Server Management : Strong understanding of mail servers (e.g., Postfix, Exim), anti-spam configurations, and handling complex email deliverability issues (e.g., SPF, DKIM, DMARC records).

Security Troubleshooting : Ability to diagnose and handle security incidents (e.g., malware infections, unauthorized access). Familiarity with intrusion detection, firewall rules, and security tools like Maldet, BitNinja, Monarx, Imunify360, ClamAV or ModSecurity.

Basic Performance Tuning : Skills to diagnose and optimize server performance, such as identifying high-resource-consuming processes, setting up caching mechanisms etc.

Documentation : Proficiency in creating and updating internal documentation, troubleshooting guides, and client-facing knowledge base articles.

Collaboration and Mentorship : Frequently responsible for guiding Level 1 techs on complex troubleshooting or operational tasks.

At SupportSages, a Level 3 tech—our “Commanders”—handles complex technical tasks and advanced infrastructure management. Here’s a breakdown of their expertise and why they’re invaluable for your managed dedicated servers or VPS environments:

1. Why is an L3 tech ideal for datacenter management?
L3 techs have deep knowledge of system architecture, troubleshooting, and server management, making them essential for maintaining stability, optimizing performance, and handling escalations. Two of our L3 techs can effectively manage up to 500 servers, with 24/7 coverage typically requiring no more than four L3 techs.

2. What types of tasks does an L3 tech handle?
L3 techs focus on specialized, high-impact tasks like:
Server Automation and Clustering: Efficient server setups, clustering, and custom configurations.
Advanced Troubleshooting: R&D, diagnosing boot issues, and performing complex diagnostics.
Observability Platform Setup: Building monitoring frameworks, allowing L1 techs to monitor effectively.
Runbook Creation: Writing detailed procedures for L1 techs to handle alerts with confidence.

3. Can I hire an L3 tech just for monitoring?
L3 techs are better suited for strategic tasks rather than routine monitoring. Instead, we recommend they set up observability platforms and runbooks so that L1 techs can handle the monitoring.

4. What skills does an L3 tech bring to the table?
System Management: Advanced Linux and Windows server operations, kernel modifications, and OS optimizations.
Virtualization & Containerization: Proficiency in Qemu, KVM, VMware, Docker, and more for scalable management.
Security: Expertise in penetration testing, encryption, and incident response.
High-Availability Databases: Advanced clustering and replication in MySQL, PostgreSQL, and NoSQL databases.
Performance Optimization: Tuning OS, web servers, and databases for maximum performance.
Technology Evaluation: Researching new tools and methodologies to keep infrastructure secure and modern.

5. Looking for DevOps skills?
If you need DevOps expertise in scalable architecture, Kubernetes, IaC, or configuration management, our L3E/Zen Master is your go-to expert.