L1/L2 Support Specialist

Job Title: L1/L2 Support Specialist

Location: Gurugram, India

Work Arrangement: Onsite

Employment Type: Contract/ Contract to hire / Full-time

Duration: 6+ Months

Domain: Software Development

Application Deadline: 8th June 2026

SKILLS REQUIRED

• 2+ years of experience in Technical Support, Product Support, or L2 Application Support within a B2B SaaS environment.
• Strong troubleshooting, root cause analysis, and issue resolution skills for complex technical problems.
• Experience with ticketing and support tools such as ServiceNow, Salesforce, Jira, and Grafana.
• Ability to analyze application/server logs and replicate customer issues for investigation and resolution.
• Excellent customer-facing communication skills, including conducting live troubleshooting sessions via calls and screen sharing.
• Experience supporting enterprise customers and collaborating with Engineering, Product, and L3 Support teams.

Preferred:

• Anaplan Model Builder Certification (Level 1/2/3).

POSITION OVERVIEW

We are seeking an experienced L1/L2 Support Analyst to provide exceptional technical support for enterprise customers. This role is responsible for investigating, troubleshooting, and resolving complex application issues while ensuring a seamless customer experience. The ideal candidate will have strong analytical and problem-solving skills, experience supporting SaaS applications, and the ability to collaborate effectively with customers, engineering teams, and internal stakeholders in a fast-paced environment.

ROLES & RESPONSIBILITIES

• Investigate, troubleshoot, and resolve complex technical issues while maintaining ownership of support cases through resolution.
• Analyze application and system logs to identify root causes and implement effective solutions.
• Collaborate directly with customers via ticketing systems, calls, and screen-sharing sessions to diagnose and resolve issues.
• Work closely with Engineering, Product, and advanced support teams to escalate and resolve critical incidents.
• Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
• Mentor junior support team members and contribute to continuous process and service improvements.

BENEFITS

Medical | Dental | Vision | 401(k)

EEOC Compliance:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.