SAAS- L2 Support Engineer

SoftClouds; India; Remote; INR 500,000 - 900,000; Full time

Job summary

SoftClouds LLC is seeking an experienced L2 Support Engineer for a remote position based in India. You will troubleshoot SaaS applications, manage tickets, and coordinate with global clients and cross-functional teams to ensure timely resolutions.

The role requires 3+ years in SaaS support, strong ITIL knowledge, and experience with Zendesk, Jira, Zoho Desk, ServiceNow, or Freshdesk. Shift coverage is 24x7 with rotational schedules, and the position offers remote work from India.

Qualifications

• 3+ years of hands-on experience in SaaS product support, application support, or technical support.
• Good understanding of ITIL-based service support and experience handling L1 and L2 tickets/incidents.
• Experience with ticketing platforms such as Zendesk, Jira, Zoho Desk, ServiceNow, or Freshdesk.
• Strong troubleshooting, problem-solving, root-cause analysis, and documentation skills.

Responsibilities

• Provide L1 and L2 support for SaaS applications, responding to and resolving customer issues within SLAs.
• Manage incidents and service requests through ticketing tools, with timely customer updates.
• Troubleshoot application issues, identify root causes, document resolutions, and suggest improvements.
• Coordinate with client development, product and customer success teams; escalate to L3/L4 as needed.
• Communicate clearly with clients via calls, chat, and other support channels.
• Maintain ticket records, MIS reports, support metrics, and knowledge-base documentation.
• Guide users on features and training materials; assist with training sessions.
• Support QA testing of changes before release to UAT/production; assist portal data updates.

Skills

SaaS support

ITIL knowledge

Customer communication

Troubleshooting

Cross-functional teamwork

Education

Bachelor's degree in Engineering or related

Tools

Zendesk

Jira

Zoho Desk

ServiceNow

Freshdesk

Job description

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; upscale 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 collaborative 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.