L2 Support Engineer India | Remote

EXPERIENCE:
3+ years WORK MODEL: Remote – India SUPPORT 24x7 rotational shifts

About the Role
SoftClouds LLC is looking for an experienced L2 Support Engineer to help deliver reliable, high-quality application support to our global clients. In this client-facing role, you will troubleshoot SaaS applications, manage support tickets, coordinate with technical teams, and help customers get the best out of their solutions.

What You'll Do
• Provide L1 and L2 support for SaaS applications, responding to and resolving customer issues within agreed service levels.
• Manage incidents and service requests through ticketing tools, keeping customers informed with timely updates.
• Troubleshoot application issues, identify root causes, document resolutions, and recommend improvements.
• Coordinate with client development, product, and customer success teams; escalate complex issues to L3/L4 teams and follow through to resolution.
• Act as a key point of contact for clients, communicating clearly through calls, chat, and other support channels.
• Maintain accurate ticket records, daily MIS reports, support metrics, and knowledge-base documentation.
• Guide users on application features and usage; contribute to user training materials and recorded training sessions.
• Support QA testing of changes before release to UAT or production, and assist with portal data updates or other client-requested activities.
• Take up Tier 1 tasks and provide backup support to teammates when required. What We're Looking For
• 3+ years of hands-on experience in SaaS product support, application support,



or technical support within a SaaS, consulting, or enterprise setting.
• Good understanding of ITIL-based service support and experience handling both L1 and L2 tickets or incidents.
• Experience with ticketing platforms such as Zendesk, Jira, Zoho Desk, ServiceNow, or Freshdesk.
• Strong troubleshooting, problem-solving, root-cause analysis, and documentation skills.
• Ability to work with global clients and cross-functional teams, including developers and product specialists.
• Clear written and verbal communication, customer-handling skills, and a collaborative approach.
• Bachelor's degree in Engineering, Computer Science, Business, or a related discipline. Work Schedule & Shift Details
• 24x7 support coverage: You should be comfortable working rotational shifts, including nights, early mornings, and US business hours. The roster will be shared in advance.
• Shift duration: 10 hours, including a 1-hour break (9 effective

working hours
).
• Working days: 5 days per week, with 2 consecutive rotational weekly offs. Weekly offs may fall on any days, depending on the roster.
• Holidays: The US client holiday calendar will apply. Good to Have(non mandatory)
• ITIL certification.
• Experience supporting global customers in a large IT services, ITES, or consulting organization.
• Exposure to end-user training, knowledge management, and QA/UAT testing.
• Interested in making a difference? If you enjoy solving problems, supporting customers, and working with global teams, we'd love to hear from you. Apply and take the next step in your career with SoftClouds

📌 SAAS-Support Engineer (India)
🏢 SoftClouds
📍 India