L2 Support Engineer
Posted Updated
Description
- Role & Work Model: L2 Support Engineer (India - Remote) providing 24x7 rotational shift support (10-hr shifts, 5 days/week with floating offs) aligned with US holiday calendars.
- Mandatory Experience: Minimum 3+ years of mandatory hands-on experience in SaaS companies supporting SaaS products/clients, with strong expertise in ITIL (L1/L2 support) and ticketing tools like Zendesk, Jira, ServiceNow, or Freshdesk.
- Core Responsibilities: Diagnose, troubleshoot, and resolve technical issues, perform root cause analysis (RCA), manage escalations to L3/L4 dev teams, and deliver regular status updates.
- Operational Duties: Test changes on QA environments before release, contribute to help desk knowledge bases, assist with user training, and perform manual data updates when needed.
- Key Qualifications: Bachelors degree in CS, Engineering, or Business (ITIL certification preferred) with strong global communication, problem-solving, and cross-functional coordination skills.