Technical Support Engineer

Job Title: L2 Technical Support Engineer

Location: Bangalore [Work from Office only]

Department: Technical Support

Reports To: Technical Support Manager

Job Summary:

We are looking for a proactive and technically skilled L2 Technical Support Engineer to provide advanced support for our SaaS platform. This role involves handling escalated issues from L1 support, performing in-depth troubleshooting, and working closely with Engineering and Product teams to ensure timely resolution and customer satisfaction.

Key Responsibilities:

Handle escalated tickets from L1 support, providing detailed analysis and resolution.

Investigate and troubleshoot complex technical issues related to the SaaS platform, APIs, integrations, and backend services.

Collaborate with Engineering, DevOps, and Product teams to resolve bugs, performance issues, and configuration problems.

Perform log analysis, SQL queries, and system diagnostics to identify root causes.

Participate in incident management, including RCA documentation and post-incident reviews.

Maintain and update internal knowledge base with solutions, best practices, and known issues.

Assist in change management and release validation for production deployments.

Ensure adherence to SLAs and maintain high levels of customer satisfaction.

Required Skills & Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field.

3+ years of experience in technical support, with at least 1–2 years in an L2 role supporting SaaS platforms.

Strong understanding of web technologies (HTTP, REST APIs, JSON, OAuth).

Proficiency in SQL, log analysis tools (e.g., Splunk, ELK), and monitoring systems.

Familiarity with cloud platforms (AWS, Azure, GCP) and microservices architecture.

Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk).

Excellent analytical, communication, and problem-solving skills.

Preferred Qualifications:

Experience with CI/CD pipelines and DevOps tools.

Knowledge of ITIL processes and incident/change management.

Exposure to containerization (Docker, Kubernetes) and distributed systems.

Ability to write scripts (e.g., Python, Shell) for automation and diagnostics