Engineer - L2 Support-Software (India)

Elevate; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Elevate is looking for an L2 Support Engineer to deliver high-level professional services for its software products in Gurugram, Haryana. The candidate will act as the first point of contact for product support, manage customer queries, and ensure timely resolutions to enhance customer satisfaction.

Applicants should have 5 years of experience in L2 support, familiarity with SaaS products, and relevant technical skills in SQL Server, MySQL, and cloud services.

Qualifications

• 5 years of L2 support experience on software products.
• Support experience with SaaS products built using Microsoft and LAMP technology stacks.

Responsibilities

• Act as an initial point of contact for all product support requests.
• Provide support via email and other tools.
• Manage daily customer support issues and resolutions.
• Document product functionalities as required.

Skills

Technical support

SQL Server

MySQL

Windows Server

Linux

Azure

AWS

Customer service

Education

B.E., B.Tech., M.E., M.Tech., or M.S. in Computer Science or Electronics

Tools

Zendesk

Job description

L2 Support Engineer – Provide professional L2 services to Elevate Software products. Expected to deliver a high level of customer service and technical expertise to resolve requests in a timely and friendly manner.

Responsibilities

• Act as an initial point of contact for all product support requests.
• Provide support via email and, if needed, via tools like Teams and phone.
• Manage customer support issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
• Respond, log, and update product support requests in the logging system (Zendesk).
• Respond to and resolve queries in a pleasant, helpful, and professional manner.
• Remain accountable for timely and effective communication and resolution of issues.
• Escalate L3 technical issues to the development team support.
• Maintain and support the ELM Product Suite for existing and upcoming features.
• Document product functionalities where required.
• Perform other duties as directed by the support engineer.

Experience

• 5 years of L2 support experience on software products.
• Support experience with SaaS products built using Microsoft and LAMP technology stacks.

Skills for Success

• Passionate about technology and keeping systems and knowledge updated.
• Eager to work in a fast‑paced dynamic environment for a rapidly growing company.
• Looking for high visibility and unlimited growth potential.
• Willing to learn and work on additional technologies and platforms.
• Strong administrative skills and a penchant for technology.

Technical Skills

• SQL Server, MySQL.
• Windows Server, Linux.
• Azure, AWS cloud services.

Qualifications

• B.E., B.Tech., M.E., M.Tech., or M.S. degree in Computer Science and Electronics or a related field from a Tier I institute.

All qualified applicants will be considered for employment and will be treated equally during the process, regardless of race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.