{"id":3183082,"url":"https://alion.io/job/arrow-saas-l2-support-engineer","title":"SaaS L2 Support Engineer","company":{"id":1757520,"name":"Arrow Electronics","domain":"arrow.com","url":"https://alion.io/company/arrow-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":66,"open_postings":125,"ghost_share":0.656,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":8,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Magento","optional":false},{"name":"Oracle","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-09-03T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-30T19:30:29Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":58},"description":"Position:\nSaaS L2 Support EngineerJob Description:\nKey Responsibilities of SaaS L2 Support Eng -\nLocation - Remote (initial 3 months from Bangalore)\nShift - 24*7\nExp 5 to 8 years\n1.Serve as the first point of contact for application-related issues and service requests from global business users. Willingness to work in rotational shifts.\n2.Provide Level 1 & Level 2 support for Content Management Systems like AEM , eCommerce platforms (e.g., Intershop, Salesforce Commerce, Magento), CPQ tools (e.g., Salesforce CPQ, Apttus, Oracle CPQ),\n3.Execute core ITIL functions such as Incident Management and Change Management adhering to processes built with a strong customer focus. Monitor support queues, triage incidents, and ensure timely response within SLAs.\n4.Perform initial issue analysis, document symptoms, replicate issues, and escalate to L3 or vendor teams when needed. Document solutions in the knowledge base for future reference.\n5. Communicate clearly and empathetically with users to gather issue details, set expectations, and provide updates. Strong written communication skill with aptitude towards technical visualizations, features and workflow documentation, including SOPs, flow diagrams, end user documentation and knowledgebase creation.\n6.Collaborate with product owners, developers, and QA teams during incident resolution and testing. Assist in UAT, release deployments, and minor configuration changes as required. Identify recurring issues and work with stakeholders to suggest long-term fixes.\n7.Configure application monitoring tools, contribute to maintaining high availability, 100% Application uptime and stable user experience under heavy load conditions in 24X7 SaaS Environment as per SLA. Support automated, robust, scalable SaaS application software deployments, maintenance, troubleshooting and issue escalations. Investigate failures, identify root causes and implement remedies as part of continuous improvement.\n8.Proficient in building and troubleshooting complex queries for relational databases. Ability troubleshoot NoSQL databases. Support Disaster Recovery & Business Continuity efforts across applications.\n9.Demonstrate a powerful sense of customer service, teamwork, work ethic and positivity. Ability to work SMART under extreme pressure with very little or no supervision.\n10. Proficient through Incident Handling Efficiencies to improve Ease of Support index\na. First Contact Resolution (FCR %)\nb. Mean Time to Acknowledge (MTTA)\nc. Mean Time to Resolve (MTTR - L1/L2)\nd. % Tickets Resolved Without L3 Escalation\ne. Daily Group Job Success Rate %\nf. No KB, No Closure policy\n1.5-8 years of experience in application support (L1/L2) for business applications.\n2.Prior experience supporting eCommerce, CPQ, or AEM environments is a strong plus.\n3.Hands-on knowledge of ticketing tools like ServiceNow, JIRA, or Zendesk, PL/SQL and exposure to Full stack development\n4.Excellent verbal and written communication skills; able to communicate technical details in simple terms. Strong documentation, problem-solving skills, technical troubleshooting, presentation Skills and customer interactions.\n5.Experience working with global teams and end users in 24x5 or follow-the-sun support models\n6.Ability to multitask, prioritize, and manage time effectively\nLocation:\nIN-KA-Bangalore, India (eInfochips)Time Type:\nFull timeJob Category:\nEngineering and Technology","description_format":"text","description_chars":3409,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wholesale","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-23T22:14:03Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.101,"p_room":0.28,"age_days":58,"expected_fill_days":8,"reasons":["conf:10","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/arrow-saas-l2-support-engineer","json_url":"https://alion.io/job/arrow-saas-l2-support-engineer.json","meta":{"generated_at":"2026-10-31T07:08:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10505,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1757520},"rest":"https://alion.io/mcp/rest/get_company?id=1757520"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Farrow-saas-l2-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Farrow-saas-l2-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Farrow-saas-l2-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/arrow-saas-l2-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Farrow-saas-l2-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3183082}},{"tool":"search_jobs","arguments":{"company":"arrow.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3183082},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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