L2 Support Engineer – SaaS Application Support
- Location
- Pan India
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview GAALLASOFT is hiring experienced L2 Support Engineers with strong hands-on expertise in SaaS application support, incident management, troubleshooting, and global client coordination. The role focuses on supporting enterprise SaaS products and resolving complex technical issues in a customer-facing environment. • Key Responsibilities & Daily Duties - Provide L2 technical and functional support for SaaS applications. - Diagnose, troubleshoot, and resolve complex application-related issues. - Manage incidents and service requests through helpdesk portals. - Coordinate with L3/L4 development and product teams for complex technical issues. - Perform root cause analysis (RCA) and recommend preventive and corrective actions. - Maintain knowledge base articles, technical support documentation, and training materials. - Provide regular updates to clients and internal stakeholders. - Maintain daily MIS reports, ticket metrics, and support dashboards. - Support QA testing and validate changes prior to UAT and Production releases. - Assist customers with product adoption, system functionality, and troubleshooting. - Ensure strict compliance with defined SLAs and ITIL support processes. • Required Qualifications, Skills & Experience - 3+ years of hands-on experience in SaaS companies as a Support Engineer or Technical Support Engineer. - Strong background in L1/L2 application support and technical troubleshooting. - Expertise in incident management, problem management, and root cause analysis (RCA). - Solid experience working with ITIL-based support processes. - Hands-on experience with ticketing tools including ServiceNow, Zendesk, Jira, Zoho, and Freshdesk. - Proven track record managing tickets, incidents, escalations, and SLA commitments. - Strong communication skills and experience with global client coordination. - Experience collaborating with development, product, and customer success teams. • Working Hours, Shifts & Location Details - Location: India (100% Remote / Work From Home). - Shift Timings: 24×7 Rotational Shifts (including night shifts and US business hours). - Shift Duration: 10 hours per shift (including a 1-hour break). - Working Schedule: 5 days per week with 2 consecutive rotational days off. - Holiday Calendar: Follows US Client Holiday Calendar. • Compensation & Benefits - Not specified. • Application Instructions Interested candidates and referrals are invited to apply by submitting an updated resume.