L2 Product Support Engineer

We are looking for a skilled and 1 year hands of experience with detail-oriented L2 Product Support Engineer to handle escalated technical issues and 

provide advanced support for our software products. As part of the second line of defense, you will troubleshoot complex issues, 

work closely with Engineering and QA teams, and ensure timely resolution of problems affecting our users. 

This role requires strong problem-solving skills, technical depth, and a passion for delivering exceptional customer support with technical & engineering approach.

Qualifications:

Bachelor’s degree in Computer Science, Engineering, or a related field.

2–4 years of experience in technical/product support, preferably in a SaaS or software company.

Solid understanding of web technologies, APIs, databases (SQL), and system integrations.

Experience using tools such as Postman, Excel, and other testing case tools

Strong analytical and troubleshooting skills with the ability to work independently.

Excellent written and verbal communication skills.

Key Responsibilities:

Handle escalated tickets from L1 support and investigate complex product issues.

Perform deep-dive analysis using logs, database queries, APIs, and system behavior.

Reproduce issues in test/staging environments to isolate root causes.

Collaborate with Engineering, QA, and DevOps teams for bug fixes, hotfixes, and feature clarifications.

Provide detailed updates and RCA (root cause analysis) to internal stakeholders and customers.

Document troubleshooting steps, solutions, and known issues for knowledge sharing.

Maintain a strong understanding of product architecture, configurations, and edge cases.

Support release readiness and post-deployment validations.

Work with the product team to suggest improvements based on recurring issues and user pain points.