L2 Product Support Engineer

As an L2 Product Support Engineer at Leena AI, you will act as the technical backbone of customer support, resolving escalated issues from L1, analyzing product-related challenges, understanding backend code snippets, troubleshooting APIs, and collaborating closely with engineering and product teams to provide seamless solutions. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced SaaS environment, and loves collaborating and deep diving 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 to ensure clear understanding of progress and resolution timelines. - **Troubleshooting & Root Cause Analysis** - Perform deep-dive investigations to identify the root cause of reported issues by analyzing system logs, API requests/responses, and backend data flows. - Understand and debug code snippets (Python, NodeJS, and ReactJS) to pinpoint 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. - Provide detailed technical insights, reproduction steps, and impact assessments to drive faster bug fixes and feature improvements. - Collaborate with Customer Success Managers to effectively manage customer expectations. - **API & Integration Support** - Troubleshoot API-level issues for enterprise Customers and assist 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 to empower customers and internal teams. - Upskill L1 support by sharing insights, solutions, and reusable fixes to reduce recurring escalations. - **Customer Communication & Advocacy** - Communicate technical findings clearly to technical and non-technical Stakeholders. - Build strong relationships with enterprise clients through 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 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, and 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. If you're a passionate problem-solver who thrives at the intersection of technology and customer experience, Leena AI is the place for you. Apply now and help deliver exceptional product experiences to enterprise clients.,