SAAS- L2 Support Engineer

About The Role

SoftClouds LLC seeks an experienced L2 Support Engineer for a remote position in India to deliver reliable, high-quality SaaS application support to global clients. You will troubleshoot applications, manage tickets, and ensure customer success.

Responsibilities:

• Provide L1/L2 support for SaaS apps within agreed service levels.
• Manage incidents/service requests via tools like Zendesk/Jira/ServiceNow/Freshdesk.
• Troubleshoot issues, identify root causes, document resolutions, and recommend improvements.
• Coordinate with dev/product/customer success teams; escalate complex cases to L3/L4.
• Act as primary client contact for calls/chat support channels.
• Maintain ticket records, MIS reports, metrics, and KB documentation.
• Guide users on features; contribute to training materials/sessions.
• Support QA testing (UAT/Production) and handle portal data updates or other requests.

Requirements:

• 3+ years in SaaS/product/application support within enterprise environments.
• Strong ITIL knowledge & experience with L1/L2 tickets/incidents.
• Familiarity with ticketing platforms (Zendesk, Jira, Zoho Desk, ServiceNow, Freshdesk).
• Excellent troubleshooting, root-cause analysis, and documentation skills.
• Ability to collaborate globally across dev/product teams.
• Bachelor's in Engineering, CS, Business, or related field.

Schedule & Shift Details:

24x7 Support Coverage: Rotational shifts including nights/early mornings/US hours (roster shared).

Shift Duration: 10 hrs/day (9 effective working hrs + 1 hr break).

Working Days: 5 days/week with 2 consecutive weekly offs.

Holidays: US client holiday calendar applies.