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L2 Support Engineer

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L2 Support Engineer

Position: L2 Support Engineer

Experience: 1–3 years

Location- Remote/Work from Home

Salary(CTC)- As per company standards

No of Position- 1

Reports To: Customer Support Manager

Role Overview

The L2 Support Engineer will handle escalations from L1 support, troubleshoot complex technical issues, and work closely with Engineering and Product teams to resolve problems. You will serve as the bridge between customers and internal teams, ensuring timely resolutions, accurate communication, and proactive knowledge sharing.

Key Responsibilities

Act as the point of escalation for L1 support engineers, handling complex issues that require deeper troubleshooting.
Troubleshoot, diagnose, and resolve issues related to: ticketing and support platform configurations, API integrations, workflows, and AI agent configurations.
Collaborate with Product and Engineering teams to escalate bugs, document root causes, and ensure fixes are implemented.
Create, review, and maintain knowledge base articles, FAQs, and SOPs to reduce recurring issues.
Conduct ticket analysis to identify trends, recurring issues, and areas for automation/AI-driven improvements.
Work directly with enterprise customers on high-priority issues, ensuring a positive customer experience.
Provide mentorship and guidance to L1 support team members.

Qualifications

1–3 years of experience in technical/customer support, preferably in SaaS, ITSM, or AI-based products.
Strong knowledge of ticketing systems (Freshservice, ServiceNow, Jira, or similar).
Hands-on troubleshooting skills in APIs, data workflows, and basic SQL queries.
Familiarity with cloud platforms (AWS, Azure, GCP) and SaaS support environments.
Excellent problem-solving and analytical skills, with the ability to simplify complex issues.
Strong communication skills able to interact effectively with both technical and JD: L2 Support Engineer non-technical stakeholders.
Basic knowledge of AI/automation concepts (preferred, but not mandatory).

Preferred Skills

Exposure to conversational AI platforms, chatbots, or agent-based systems.
Experience with monitoring tools, logs analysis, and debugging techniques.
Prior experience supporting enterprise clients in a B2B SaaS environment.

Application Process

You can submit your resume and relevant details to:

placement@emplay.net

Email subject line: Application – L2 Support Engineer – Emplay Inc

Please Include The Following In Your Email