L2 Support Engineer

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

Job summary

SKaaS- Skills as a Service in India is seeking an L2 Support Engineer to provide 24x7 remote assistance from India, aligned with US holiday calendars. The role focuses on diagnosing and resolving SaaS issues while coordinating with global teams.

Candidates should have 3+ years in SaaS support, solid ITIL grounding, and hands-on experience with Zendesk, Jira, ServiceNow or Freshdesk. A Bachelor's degree in CS, Engineering or Business is preferred.

Qualifications

• 3+ years hands-on SaaS support experience (L1/L2)
• ITIL knowledge or certification preferred
• Strong global communication and coordination skills

Responsibilities

• Diagnose, troubleshoot, and resolve SaaS issues
• Manage escalations to L3/L4 dev teams
• Provide regular status updates
• Contribute to help desk knowledge bases and user training

Skills

Global communication

Problem-solving

Cross-functional coordination

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.