L2 Support Engineer

SKaaS- Skills as a Service; Chennai; Remote; INR 600,000 - 900,000; Full time

Job summary

SKaaS- Skills as a Service seeks an L2 Support Engineer to join our India-based remote team. You will provide 24x7 rotational support (10-hour shifts) aligned with US holidays, diagnosing and resolving SaaS issues while coordinating with global teams.

Applicants should have 3+ years of hands-on SaaS support experience, ITIL knowledge, and proficiency with Zendesk/Jira/ServiceNow/Freshdesk. Strong communication and cross-functional collaboration are essential.

Qualifications

• Minimum 3+ years of hands-on experience in SaaS support.
• ITIL knowledge and strong ticketing skills are required.
• Global customer communication and collaboration skills are essential.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues; perform RCA.
• Escalate to L3/L4 dev teams and provide regular status updates.
• Test changes in QA environments before releases; maintain knowledge bases.
• Assist user training and perform manual data updates when needed.

Skills

Global communication

Problem-solving

Cross-functional coordination

Troubleshooting

Education

Bachelor’s degree in CS/Engineering/Business

Tools

Zendesk

Jira

ServiceNow

Freshdesk

Job description

Role & Work Model:

L2 Support Engineer (India - Remote) providing 24x7 rotational shift support (10-hr shifts, 5 days/week with floating offs) aligned with US holiday calendars.

Mandatory Experience:

Minimum 3+ years of mandatory hands-on experience in SaaS companies supporting SaaS products/clients, with strong expertise in ITIL (L1/L2 support) and ticketing tools like Zendesk, Jira, ServiceNow, or Freshdesk.

Core Responsibilities:

Diagnose, troubleshoot, and resolve technical issues, perform root cause analysis (RCA), manage escalations to L3/L4 dev teams, and deliver regular status updates.

Operational Duties:

Test changes on QA environments before release, contribute to help desk knowledge bases, assist with user training, and perform manual data updates when needed.

Key Qualifications:

Bachelor’s degree in CS, Engineering, or Business (ITIL certification preferred) with strong global communication, problem-solving, and cross-functional coordination skills.