L2 Support Engineer

Key Responsibilities

• Act as the point of escalation for L1 support engineers, handling complex issues that require deeper troubleshooting.
• Troubleshoot, diagnose, and resolve issues related to: ticketing and support platform configurations, API integrations, workflows, and AI agent configurations.
• Collaborate with Product and Engineering teams to escalate bugs, document root causes, and ensure fixes are implemented.
• Create, review, and maintain knowledge base articles, FAQs, and SOPs to reduce recurring issues.
• Conduct ticket analysis to identify trends, recurring issues, and areas for automation/AI-driven improvements.
• Work directly with enterprise customers on high-priority issues, ensuring a positive customer experience.
• Provide mentorship and guidance to L1 support team members.

Qualifications

• 1–3 years of experience in technical/customer support, preferably in SaaS, ITSM, or AI-based products.
• Strong knowledge of ticketing systems (Freshservice, ServiceNow, Jira, or similar).
• Hands-on troubleshooting skills in APIs, data workflows, and basic SQL queries.
• Familiarity with cloud platforms (AWS, Azure, GCP) and SaaS support environments.
• Excellent problem-solving and analytical skills, with the ability to simplify complex issues.
• Strong communication skills able to interact effectively with both technical and non-technical stakeholders.
• Basic knowledge of AI/automation concepts (preferred, but not mandatory).

Preferred Skills

• Exposure to conversational AI platforms, chatbots, or agent-based systems.
• Experience with monitoring tools, logs analysis, and debugging techniques.
• Prior experience supporting enterprise clients in a B2B SaaS environment.