L2 Software Support Engineer

Level-2 Software Support Engineer

Company Overvie

w
Logile is the leading retail labor planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceani

a.Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable operational excellence with improved performance and empowered employees. Retailers worldwide rely on Logile solutions to boost profitability and competitive advantage by delivering the best service and products at optimal cos

t.From labor standards development and modeling to unified forecasting, storewide scheduling, and time and attendance, to inventory management, task management, food safety, and employee self-service — we transform retail operations with a unified store-level solution. Gain the Advantage with The Logic of Retail. One Platform for store planning, scheduling and executio

n.For more information, visit www.logile.co

m.Job Summar

y:
The Logile Help Desk is an essential component of the Customer Experience (CX) team. As a L2-Software Support Engineer, you will provide advanced technical and functional support for the Logile Platform, conduct root-cause analysis, and ensure the seamless resolution of complex issues. You will act as an escalation point for Level-1 agents and collaborate with various departments to deliver solutions that exceed customer expectations. This role focuses on handling complex technical and functional problems, performing in-depth analysis, and mentoring Level-1 age

nts.Key Responsibili

• ties:
  Conduct comprehensive 360-degree reviews of support tickets to ensure thorough understanding and resolution of customer i
• ssues.Utilize in-depth knowledge of specific software solutions to diagnose and resolve complex technical and functional pro
• blems.Perform detailed root-cause analysis to identify underlying issues and implement effective solu
• tions.Provide advanced technical support and mentor Level-1 a
• gents.Collaborate with engineering, product management, and other departments to facilitate the resolution of customer issues and improve overall service qu
• ality.Create and maintain detailed documentation of support processes, solutions, and best prac
• tices.Assist in training and mentoring junior support agents to enhance their technical skills and customer service capabil
• ities.Proactively identify opportunities for process improvements and contribute to the development of support strat
• egies.Manage multi-customer projects and internal initiatives, developing project plans and monitoring perfor
• mance.Ensure proper recording, documentation, and closure of ti

• ckets.Schedule Flexibility & Overnight S

  upport: Must be available to work a highly flexible schedule, including nights, weekends, and holidays, to support a 24/7 global help desk. The primary shift will align with overnight hours in

  India—typically 5:30 PM to 2:30

  AM IST—to overlap with U.S. business hours (8:00 AM to 5:00 PM Eastern), and may vary based on operational

needs.Job Location & Sch

• edule:
  This job is an onsite job at Logile Bhubaneswar
• Office.It is expected that the selected candidate will be available to work with some hours of overlap with US worki

ng timesQualif

• ications:
  Proven experience in a customer service or application helpdesk role, with a strong focus on techno-functiona
• l support.In-depth knowledge of specific software solutions and the ability to quickly learn new software
• solutions.Experience working with databases; expertise in SQL i
• s requiredExcellent problem-solving skills and the ability to troubleshoot and perform root-cause
• analysis.Strong communication skills, both written and verbal, with the ability to effectively collaborate with cross-functio
• nal teams.Ability to manage multiple tasks and prioritize effectively in a fast-paced en
• vironment.A customer-centric mindset with a commitment to delivering exceptiona
• l service.Experience with ticketing systems and support tools is
• preferred.Certifications in relevant software or IT support a
• re a plus.Background in coding (any language : python , java , R . )

is a plus.Opportunities f

or Growth:
Experienced software Support Engineers may be eligible for future positions within the Solutions and Customer Support team or other areas within the Logile o

rganization.Compensation

• and Benefits:
  The compensation and benefits associated for this role is benchmarked against the best in industry an
• d job locationApplicable shift allowances and home pick up and drops will be prov