L2 Support Engineer (26-02950) -

Job Description – L2 Support Engineer

1. Job Details

Particulars

Details

Job Title

L2 Support Engineer

Number of Positions

1

Company

SoftClouds LLC

Mandatory Skills

L2 Support Engineer with SaaS Background

Experience Level

3–6 Years

Maximum Salary Range

Up to Rs 9 LPA

Location

India – Remote

Notice Period Requirement

Only Immediate Joiners

Work Environment

24×7 Rotational Shifts

2. Shift Details and Working Schedule

• Shift: Support is provided round the clock (24×7), so you may be assigned to any shift, including nights, early mornings, and US business hours.
• Shift assignments follow a rotational roster shared in advance.
• Each shift is 10 hours long, including a 1-hour break, for an effective working time of 9 hours.
• Working Days: The role is 5 working days per week.
• Because support runs 24×7, weekly offs are floating (rotational) and may fall on any 2 consecutive days of the week, as per the shift roster.
• Holidays: Our clients are US-based, so the US client holiday calendar shall apply.

3. Job Overview

SoftClouds LLC is looking for L2 Support Engineers who are passionate about delivering excellence, making a difference, and taking client application support to the next level.

We are looking for candidates with 3+ years of experience as an L2 Support Engineer in SaaS support, consulting, or enterprise environments, providing technical support for products, systems, and services to internal and external users.

This role is client-facing and is the main day-to-day contact in supporting applications via a help desk model, delivering excellence via ongoing support that helps our clients realize the benefits of their applications and solutions.

We are looking for a candidate who has worked in SaaS companies.

4. Roles and Responsibilities

A. SaaS Application and Technical Support

• Provide technical support for products, applications, systems, and services to internal and external users.
• Troubleshoot, diagnose, resolve, and support product/application/service-related concerns.
• Diagnose, resolve, and repair issues to ensure optimal performance and usability for various system users.
• Provide root cause analysis with recommendations for improvements.
• Assist new and existing customers/users in adopting the solution by explaining features, clarifying operating instructions, and providing troubleshooting tips.
• Work as the main day-to-day contact and single point of contact for application support.
• Provide status updates on product and service problems, assist with technical issues, and communicate ongoing problems and fixes internally and with clients.

B. Ticket and Incident Management

• Work on tickets and incidents through industry-standard help desk/support center portals such as Zendesk, Jira, Zoho, ServiceNow, and FreshDesk.
• Manage and resolve user queries/tickets through these portals.
• Assign tickets to the next support level, such as L3/L4 technical, product, or developer team members, whenever required.
• Perform First Line and Second Line Service support roles.
• Work on Tier 1 requests, especially those raised by the client.
• Be ready to take up Tier 1 assignments allocated by the client from time to time.
• Coordinate with the client's development team/customer success team to resolve issues raised by customers.
• Raise internal tickets to the client's development team for resolving issues whenever required and follow up with them for updates.

C. Client Coordination and Communication

• Work with teams and clients across global locations.
• Engage with clients and SoftClouds' team members through phone-VoIP and/or text-app chat.
• Build and maintain relationships by engaging developers, product experts, and/or clients to establish credibility, solve problems, build consensus, and achieve objectives.
• Provide regular updates related to activities performed and highlight any critical issues/challenges to the reporting manager at the client side.
• Communicate ongoing problems, fixes, and support updates internally and with clients.
• Lead client sessions and troubleshooting sessions, manage support-related group meetings, and address dissenting viewpoints and/or conflicting business needs to resolution.

D. Documentation, Knowledge Base, and Training

• Support end users through help desk-accessible knowledge base content.
• Translate actions taken into documentation to enhance existing and new knowledge base content.
• Participate in teams delivering end-user training or system education.
• Create/contribute to training programs and/or materials.
• Undergo training/revision of existing recorded training sessions as a part of L&D for solving issues.

E. Reporting and Service Management

• Update daily MIS reports and metrics with accuracy.
• Provide regular activity updates and highlight critical issues/challenges.
• Adhere to service levels while delivering support.
• Follow industry-standard support roles and processes, such as ITIL.

F. Functional and Technical Support

• Work as a functional lead or expert with a detailed understanding of system functionality, business applicability, and solution intra- and inter-dependency related to comprehensive IT portals, applications, and technical services.
• Test changes in the QA environment before release into UAT/PROD environments.
• Support the client team in manually updating data on client portals or performing any manual activity as requested by the client.

5. Required Skills and Experience

• 3+ years of hands-on experience working in SaaS companies as a SaaS Support Engineer/Technical Support professional.
• Experience in SaaS support, consulting, or enterprise environments.
• Experience troubleshooting, diagnosing, resolving, and supporting product/application/service-related concerns.
• Experience performing root cause analysis and recommending improvements.
• At least 3 years of experience in industry-standard support roles (e.g., ITIL), including First Line and Second Line Service support.
• Experience using help desk/support center portals such as Zendesk, Jira, Zoho, ServiceNow, and FreshDesk.
• Experience managing tickets and incidents and escalating issues to L3/L4 teams when required.
• Experience working with global teams and clients through phone-VoIP and/or text-app chat.
• Experience building and maintaining relationships with developers, product experts, and clients.
• Knowledge of knowledge base documentation and end-user support materials.
• Experience participating in or delivering end-user training and system education.
• Ability to provide accurate MIS reports, metrics, and regular status updates.

6. Essential Qualifications

• Minimum of a bachelor's degree in Engineering, Business, Computer Science, or a related field.
• ITIL Certified will be preferred.
• 3+ years of hands-on experience working in SaaS companies as a Support Engineer/Technical Support professional.
• Experience with industry-standard support roles (e.g., ITIL), including performing First Line and Second Line Service support roles.
• Willingness to work in round-the-clock rotational shifts (any shift, as per roster). Each shift is 10 hours, including a 1-hour break (9 effective working hours).
• Ability to work with teams and clients across global locations and engage via phone-VoIP and/or text-app chat with clients and/or SoftClouds' team members.
• Ability to use industry-standard help desk/support center portals such as Zendesk, Jira, Zoho, ServiceNow, and FreshDesk.
• Diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations with both client and internal SoftClouds' teams.
• Support Analyst skills with proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence.
• Experience leading and/or participating with various client groups and project and program team sizes, including internal and external resources, to drive out solution approaches and/or technical solutions while adhering to Service Levels.
• Experience influencing and gaining buy-in from team members and peers.
• Ability to be the backup for other team members in case of absence.
• Self-motivated and able to work independently and as part of a team, with the ability to adapt to change and competing demands.
• Strong written and verbal communication skills, including the ability to lead client sessions and troubleshooting sessions, manage support-related group meetings, and address dynamics such as dissenting viewpoints and/or conflicting business needs to resolution.

7. Good-to-Have Skills

• Ability to function in a rapidly changing, heavily matrixed, and virtual environment.
• Ability to prioritize, drive, and adapt to change quickly in a fast-paced environment.
• Culturally sensitive and capable of handling interactions with a global mindset.
• Drive innovation and transformational agenda.
• Experience in a large Tier 1/2 IT or Top ITES/Consulting organization, managing organizational complexities of multicultural and multi-location setups.