Job description
L2 Support Engineer Resolve escalated technical issues (API errors, data sync, integration failures). Work closely with product and engineering teams to debug SaaS workflows. Manage communication gateway issues (SMS/Email/WhatsApp). Perform root cause analysis and recommend fixes. Train L1 engineers on new features and compliance workflows.
Requirements
2–5 years in Technical Support/Helpdesk roles. Familiarity with SaaS platforms, ticketing tools, and CRM systems. Strong communication skills (English + Hindi/Marathi preferred). Ability to work in rotational shifts. Escalation Resolution Time, Root Cause Fix Rate, Knowledge Base Contributions
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