L2 Support Engineer

About the Role

We are looking for a dedicated and skilled L2 Support Engineer to join our growing team. The ideal candidate will be responsible for taking complete ownership of customer issues, ensuring timely resolution, and delivering an exceptional support experience.

Location:

Experience:

Shift Requirement:

Responsibilities

Take full ownership of customer-reported issues and drive them to complete resolution.

Provide 24x7 support and actively participate in timely ticket resolution.

Research, troubleshoot, and identify effective solutions for customer issues.

Follow standard escalation procedures for unresolved issues to the appropriate internal teams.

Deliver prompt, clear, and accurate communication and feedback to customers.

Ensure proper documentation, tracking, and closure of all issues in the system.

Prepare accurate and timely reports as required by the team or management.

Adhere to defined SLAs based on issue severity and priority.

Requirements

2–4 years of experience working as an L2 Support Engineer or in a similar technical support role.

Strong analytical, troubleshooting, and problem-solving abilities.

Excellent client-facing skills and strong interpersonal communication.

Ability to prioritise tasks effectively based on urgency and importance.

Eagerness to learn and adapt to new tools, technologies, and processes.

Good working knowledge of SQL and Linux environments.

Strong critical thinking skills along with clear written and verbal communication.