Level 2 Support Engineer

As a Retail Store Support Specialist working exclusively during India night shifts, your role will involve supporting retail customer store operations. You will be responsible for: - Interacting with store agents over calls, emails, and slack channels to provide support. - Handling/supporting POS (Point of Sales) systems & peripherals. - Familiarity with any RFID platform used for inventory operations in stores (receiving, sending, transfers). - Performing/executing SOPs, following incidents/problems, escalating issues to L3 SMEs, and updating ServiceNow ticketing systems. - Monitoring store applications/operations using observability tools. - Knowledge of ITIL framework, specifically on Alerts, Incident, Change management, CAB, etc. - Leading P1 calls, collaborating with L3 SMEs until the closure of Root Cause Analysis (RCA). - Working with the Dev team, cross-functional teams, across different time zones. - Collaborating with hardware vendors & store/IT support team. If you are an SME with prior experience in handling end-to-end store operations and possess excellent communication skills, this role is perfect for you. You must demonstrate excellent communication skills, politeness, and professionalism in dealing with store agents. Kindly note that the job requires support coverage 16x7, including IST night shifts (US Business hours).,