L2 Support Engineer

HCLSoftware; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

HCLSoftware is seeking a Level 2 Support Engineer responsible for advanced technical support and complex incident resolution. You will manage technical issues and maintain high customer satisfaction through effective communication and collaboration with various teams.

The ideal candidate will have a bachelor's degree in Computer Science or Engineering, strong troubleshooting skills, and 3–5 years of experience in product support. This is a full-time hybrid position with potential on-call requirements.

Qualifications

• 3–5 years of experience in technical or product support roles.
• In-depth understanding of enterprise software environments.
• Familiarity with networking fundamentals (TCP/IP, DNS) and databases (SQL).

Responsibilities

• Manage and resolve complex technical issues.
• Provide on-call or after-hours support as required.
• Create and maintain technical documentation and knowledge base articles.

Skills

Customer-focused approach

Troubleshooting skills

Analytical mindset

Strong communication skills

Education

Bachelor’s degree in Computer Science or Engineering

Tools

ServiceNow

Jira

PowerShell

Bash

Python

Job description

Role Summary

The Level 2 Support Engineer is responsible for providing advanced technical support and resolving complex Software Product incidents. The role requires strong troubleshooting skills, technical expertise across multiple systems, and the ability to work independently while collaborating with cross-functional teams to ensure service continuity and customer satisfaction.

Responsibilities also include maintaining documentation, contributing to knowledge bases, and supporting continuous service improvement initiatives.

This position requires strong analytical skills, a customer-oriented mindset, and the ability to work in fast-paced, multi-customer environments.

Key Responsibilities

• Manage and resolve complex technical issues.
• Troubleshoot software, configuration, performance, and integration issues.
• Analyze logs, system metrics, and error reports to identify root causes.
• Ensure incidents are handled according to SLAs and priority levels.
• Provide on-call or after-hours support as required.

Customer Interaction

• Act as a technical point of contact for customers during incident resolution.
• Communicate clearly and professionally with customers regarding issue status, progress, and resolution.
• Guide customers through technical procedures and best practices.
• Maintain high levels of customer satisfaction.
• Work closely with Level 3 support, Engineering, QA, and Product teams.
• Escalate defects and enhancement requests with detailed technical analysis.
• Validate fixes and patches before customer deployment.
• Support release activities and hotfix implementations.

Problem Management & Continuous Improvement

• Perform root cause analysis (RCA) and contribute to problem management.
• Identify recurring issues and propose corrective or preventive actions.
• Provide feedback to product teams to improve product quality, usability, and documentation.
• Contribute to continuous improvement of support processes.

Documentation & Knowledge Management

• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Document incident resolution steps and known issues.

Required Technical Skills and Qualifications

Technical Skills

• Strong experience in product or application support (Level 2 or equivalent).
• In-depth understanding of enterprise software environments.
• Experience with:
• Networking fundamentals (TCP/IP, DNS, SSL)
• Databases and SQL (basic troubleshooting and queries)
• Log analysis and debugging tools
• Familiarity with cloud platforms (AWS, Azure, GCP) is a plus.
• Experience with ITSM / ticketing systems (ServiceNow, Jira).
• Scripting or automation skills (PowerShell, Bash, Python) are an advantage.

Soft Skills

• Strong analytical and troubleshooting mindset.
• Excellent written and verbal communication skills.
• Ability to explain complex technical concepts to non-technical audiences.
• Customer-focused and quality-driven approach.
• Ability to manage multiple issues in parallel.

Education & Experience

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
• 3–5 years of experience in technical or product support roles.

Working Conditions

• Full-time position.
• Hybrid, remote, or on-site depending on company policy.
• Participation in on-call rotation may be required.
• Occasional work outside standard business hours.