SaaS L2 Support Engineer

Position:

Job Description:

Key Responsibilities of SaaS L2 Support Eng -

Location - Remote (initial 3 months from Bangalore)

Shift - 24*7

Exp 5 to 8 years

1.Serve as the first point of contact for application-related issues and service requests from global business users. Willingness to work in rotational shifts.

2.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),

3.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.

4.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.

5. 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.

6.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.

7.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.

8.Proficient in building and troubleshooting complex queries for relational databases. Ability troubleshoot NoSQL databases. Support Disaster Recovery & Business Continuity efforts across applications.

9.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.

10. Proficient through Incident Handling Efficiencies to improve Ease of Support index

a. First Contact Resolution (FCR %)

b. Mean Time to Acknowledge (MTTA)

c. Mean Time to Resolve (MTTR - L1/L2)

d. % Tickets Resolved Without L3 Escalation

e. Daily Group Job Success Rate %

f. No KB, No Closure policy

1.5-8 years of experience in application support (L1/L2) for business applications.

2.Prior experience supporting eCommerce, CPQ, or AEM environments is a strong plus.

3.Hands-on knowledge of ticketing tools like ServiceNow, JIRA, or Zendesk, PL/SQL and exposure to Full stack development

4.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.

5.Experience working with global teams and end users in 24x5 or follow-the-sun support models

6.Ability to multitask, prioritize, and manage time effectively

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