This position is posted by Jobgether on behalf of
interface.ai
. We are currently looking for a
Technical Support Engineer - L2
in
India
.As a Technical Support Engineer - L2, you will play a critical role in delivering a seamless and efficient support experience to enterprise customers. You'll handle escalations from Level 1 engineers, dive deep into technical challenges involving APIs, Linux systems, and cloud platforms, and collaborate cross-functionally to drive resolutions. This is a high-impact role that blends hands-on problem-solving with mentoring, knowledge sharing, and process improvement. You'll work in a dynamic, fast-paced FinTech environment powered by cutting-edge AI and customer-first values. This position requires flexibility for rotational US shift timings.
Accountabilities:
- Serve as an escalation point for L1 support, resolving advanced issues across APIs, databases, Unix/Linux systems, and cloud platforms (e.g., AWS)
- Perform root cause analysis for recurring incidents and propose long-term fixes
- Communicate directly with US-based clients via email, chat, or calls, ensuring swift incident acknowledgment and resolution using tools like Zoho, JIRA, or Salesforce Service Cloud
- Collaborate with engineering, QA, and product teams to troubleshoot and deliver timely resolutions
- Maintain and expand internal knowledge bases by documenting FAQs, processes, and troubleshooting guidelines
- Mentor L1 engineers to improve their technical and client communication skills
- Monitor logs and system metrics to detect trends, identify recurring issues, and drive proactive improvements
- Contribute to improving onboarding processes and lead training sessions for clients and internal teams
- Optimize support operations through workflow refinement and automation initiatives
Requirements
- 3-5 years of technical support experience in a similar L2 or advanced support role
- Strong command of Unix/Linux systems, including command-line troubleshooting and system diagnostics
- Hands-on experience with API debugging, SQL/database operations, and cloud environments (especially AWS)
- Familiarity with tools like JIRA, Zoho, or Salesforce Service Cloud
- Demonstrated ability to perform detailed root cause analysis and communicate resolutions clearly
- Excellent English communication skills, both verbal and written, with a customer-centric mindset
- Proven ability to mentor junior team members and document technical procedures
- Availability to work rotational shifts: 5:00 PM - 2:00 AM, 8:00 PM - 6:00 AM, and 4:00 AM - 11:00 AM IST
Benefits
- Remote-first policy: work from anywhere in India
- Competitive compensation aligned with market and experience
- Health and wellness insurance to support you and your family
- Fast-growing environment with rich opportunities for skill development and career advancement
- Work on innovative AI-driven solutions reshaping the future of banking
- Inclusive work culture celebrating diversity and equal opportunity
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.📊 It compares your profile to the job's core requirements and past success factors to determine your match score.🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!
