This role is for one of our clients
We are seeking a proactive, technically skilled Support Engineer (L2 Product)with36 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 withGCP logs to identify root causes efficiently. The candidate should also be comfortable working inUS business hours to support global customers.
Responsibilities:
- Investigate and resolve complex technical issues escalated from L1 support.
- Analyze logs to identify errors, system behavior, and performance concerns.
- Troubleshoot API failures and integration issues across platforms.
- Collaborate with engineering teams to drive faster resolutions.
- Provide clear, structured updates to customers on issues and fixes.
- Document root causes, workarounds, and permanent fixes.
- Build and maintain internal knowledge base articles.
- Identify recurring issues and recommend long-term solutions or automation.
Requirements:
- 36 yearsof experience in Technical / Application / Production Support.
- Ability toread and understand codeto assist in debugging (Java, Python, Node.js, or similar).
- Hands-on experience analyzingGCP logsor other cloud-based logging platforms.
- Strong practical knowledge ofREST APIsand system integrations.
- Proven troubleshooting skills with the ability to performroot cause analysisindependently.
- Excellentwritten and verbal communication skills,able to clearly explain issues, impact, and resolution to customers.
- Comfortable working in the US shift (India Night shift).
- Ability to handle high-priority incidents with ownership and urgency.
Benefits:
- Opportunity to work in a fast-paced, growing B2B SaaS company.
- Collaborative and innovative work environment.
- Competitive salary and benefits package.
- Growth and professional development opportunities.
- Flexible working hours to accommodate your schedule.
