{"id":2507675,"url":"https://alion.io/job/wizcommerce-product-support-engineer-l2","title":"Product Support Engineer (L2)","company":{"id":6568,"name":"WizCommerce","domain":"wizcommerce.com","url":"https://alion.io/company/wizcommerce","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","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":{"min_usd":11000,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":549},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GCP","optional":false},{"name":"Java","optional":false},{"name":"Node JS","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Incident Management","optional":true},{"name":"JavaScript","optional":true},{"name":"Jira","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-13T08:00:55Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T19:06:09Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Product Support Engineer (L2)\nAbout WizCommerce\nWholesale distribution is a $10T+ industry - and most of it still runs on fax, spreadsheets, and legacy ERPs. We're here to change that.\nWizCommerce is the AI Operating System for B2B Trade. We build AI-native commerce solutions that sit on top of the ERPs distributors already use - no rip and replace, no 12-month implementations. Just real transformation, fast.\nOur platform combines an AI-native CRM, B2B website builder, embedded finance, and AI co-workers (order entry, quoting, content) into one unified system built for how wholesale actually works.\nThe results speak for themselves:\n180% Net Revenue Retention\n4X YoY ARR growth\n400% growth in customers with >$50K ACV\n95% implementation success rate (vs. an industry average of 30%)\nWe serve 150+ customers across North America - from Jaipur Living to Loloi - and we're a fast-growing team backed by Peak XV Partners, Blume Ventures, Alpha Wave Global, and others.\nIf you want to build category-defining software in a massive, underserved industry - with a team that has genuinely lived the problem - WizCommerce is the place to be.\nThe Role\nWe are looking for a proactive and technically skilled L2 Support Engineer with 3-6 years of experience to join our support team. The ideal candidate should be comfortable analyzing technical issues, understanding application behavior, and working closely with engineering teams to ensure faster resolution of customer-impacting problems. This role requires strong troubleshooting abilities, exposure to APIs and integrations, and hands-on experience with GCP logs to identify root causes efficiently. The candidate should also be comfortable working in US business hours to support global customers.\nRoles & Responsibilities\nInvestigate, troubleshoot, and resolve complex technical issues escalated from the L1 Support team.\n\nAnalyze application logs to identify errors, system behavior, and performance bottlenecks.\n\nDiagnose and resolve API failures, integration issues, and production incidents across distributed systems.\n\nCollaborate closely with Engineering and Product teams to drive timely issue resolution.\n\nCommunicate proactively with customers by providing clear, structured, and timely updates on issue status and resolution.\n\nPerform root cause analysis and document findings, workarounds, and permanent fixes.\n\nCreate and maintain internal knowledge base articles and troubleshooting documentation.\n\nIdentify recurring issues, recommend process improvements, and drive automation opportunities to improve support efficiency\n\nMust Have SkillSet (Non Negotiable)\n3-6 years of experience in Technical Support, Application Support, or Production Support.\n\nAbility to read, understand, and analyze application code to assist in troubleshooting and debugging (Java, Python, Node.js, or similar technologies).\n\nHands-on experience working with GCP Logs Explorer or other cloud-based logging and monitoring platforms.\n\nStrong understanding of REST APIs, API debugging, and system integrations.\n\nDemonstrated ability to independently troubleshoot complex technical issues and perform root cause analysis (RCA).\n\nExcellent written and verbal communication skills, with the ability to explain technical issues, business impact, and resolutions clearly to both customers and internal stakeholders.\n\nComfortable working in the US shift (India night shift).\n\nAbility to manage high-priority incidents with a strong sense of ownership, urgency, and accountability.\n\nPreferred Qualifications\nExperience supporting SaaS products or product-based organizations.\n\nWorking knowledge of SQL and the ability to write basic database queries for troubleshooting.\n\nExperience using Jira or similar ticketing and incident management tools.\n\nUnderstanding of microservices architecture and distributed systems.\n\nWhat we are looking for\nStrong analytical and problem-solving skills.\n\nOwnership mindset with a proactive approach to resolving issues.\n\nCustomer-first attitude with excellent stakeholder management skills.\n\nAbility to perform effectively in a fast-paced, high-volume support environment.\n\nHigh attention to detail and strong organizational skills.\n\nAbility to prioritize multiple issues while maintaining quality and responsiveness.\n\nA collaborative team player who works effectively across Support, Engineering, and Product teams.\n\nLocation: Bengaluru\nLearn more:wizcommerce.com","description_format":"text","description_chars":4430,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","B2B Commerce"],"lifecycle":[{"event":"open","at":"2026-10-14T08:00:55Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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