About Company
As an
L2 Product Support Engineer
at
Leena AI
, you’ll act as the technical backbone ofcustomer support. You’ll be responsible for resolving escalated issues from L1, analyzingproduct-related challenges, understanding backend code snippets , troubleshooting APIs, andworking closely with engineering and product teams to deliver seamless solutions.This role is perfect for someone who enjoys problem-solving, thrives in a fast-paced SaaSenvironment, and loves to collaborate and deep dive with the Engineering team.
Key Responsibilities
- Advanced Case Ownership & Resolution
- Manage a queue of escalated technical support tickets from the L1 team and ensure timely, high-quality resolution.
- Own issues end-to-end: from initial investigation to solution delivery and customer confirmation.
- Proactively follow up with customers, ensuring they have a clear understanding of progress and resolution timelines.
- Troubleshooting & Root Cause Analysis
- Perform deep-dive investigations by analyzing system logs, API requests/responses, and backend data flows to identify the root cause of reported issues.
- Debug and understand code snippets (Python, NodeJS and ReactJS) to assist in pinpointing product defects and integration gaps.
- Collaborate with engineering teams to validate, replicate, and resolve software-related bugs.
- Cross-Functional Collaboration
- Partner closely with Engineering, Product Management, and QA teams to escalate complex technical challenges.
- Act as the voice of the customer internally by providing detailed technical insights, reproduction steps, and impact assessments to drive faster bug fixes and feature improvements.
- Collaborate with Customer Success Managers to ensure customer expectations are effectively managed.
- API & Integration Support
- Work extensively with REST APIs, JSON payloads, and authentication frameworks to resolve integration-related challenges.
- Partner with implementation teams to troubleshoot API-level issues for enterprise Customers.
- Assist customers in setting up and optimizing integrations with Leena AI’s platform.
- Knowledge Base & Enablement
- Create and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base articles, SOPs to empower customers and internal teams.
- Collaborate with L1 support to upskill them by sharing insights, solutions, and reusable fixes to reduce recurring escalations.
- Customer Communication & Advocacy
- Communicate technical findings clearly to both technical and non-technical Stakeholders.
- Build strong relationships with enterprise clients by demonstrating ownership, empathy, and proactive problem-solving.
- Advocate for product enhancements based on recurring customer pain points and feedback.
- Required Skills & Qualifications
- Experience: Minimum 5+ years in technical product support, application support, or similar roles — ideally in a SaaS or enterprise product environment.
- Technical Expertise:
- Strong debugging skills and familiarity with API troubleshooting.
- Ability to understand and analyze code in Python, NodeJS and ReactJS for root cause identification.
- Problem-Solving Mindset: A structured and logical approach to resolving complex, ambiguous technical issues.
- Communication Skills: Ability to explain technical solutions in a simple, customer-friendly way while maintaining transparency and empathy.
- Tools Expertise:
- Ticketing systems like Jira, Jira Service Management, Freshdesk, Zendesk,or ServiceNow.
- Log analysis and monitoring tools such as Datadog, Kibana, or Splunk.
- Preferred Qualifications
- Prior experience in enterprise SaaS environments with high-value B2B clients.
- Experience working in AI-driven products or HRTech/Employee Experience platforms.
- Exposure to SQL for basic database querying and debugging.
Why Join Leena AI?
- Work with industry-leading AI products trusted by Fortune 500 companies.
- Get hands-on exposure to next-gen conversational AI, LLMs, and automation-driven Platforms.
- A culture of ownership, customer-centricity, and continuous learning.
- Collaborate with top engineering and product minds solving challenging enterprise-scale problems.
- Opportunity to directly impact customer success, retention, and platform stability.
Next Steps
If you’re a passionate problem-solver who thrives at the intersection of technology andcustomer experience, Leena AI is the place for you.Apply now and help us deliver exceptional product experiences to our enterprise clients.Skills: l2 support,product support,debugging,api troubleshooting
