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 environment.
- 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 team-oriented 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