This role is for one of Weekday's clientsMin Experience: 5 yearsLocation: GurgaonJobType: full-time
Requirements
As an
L2 Product Support Engineer
, you'll act as the technical backbone of customer support. You'll be responsible for resolving escalated issues from L1, analyzing product-related challenges, understanding backend code snippets , troubleshooting APIs, and working 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 SaaS environment, 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
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
