Support Engineer

Talento HR; Kerala; On-site; INR 600,000 - 900,000; Full time

Job summary

Talento HR is hiring a skilled L1/L2 Support Engineer - SaaS Operations to join the global Support & Operations team. You will provide Level 1 and Level 2 support for SaaS clients, handling phone and email queries and participating in release management.

The role requires strong Linux knowledge, scripting (Shell/Perl/Python), SQL databases, and excellent English communication. Occasional onsite assignments may be required.

Qualifications

• 2–6 years of experience in L1/L2 SaaS support.
• Provide phone/email support to global clients.
• English language proficiency required.
• Willingness to work rotating shifts including evenings and nights.

Responsibilities

• Provide L1 (phone/email) and L2 (troubleshooting and resolution) support.
• Monitor and manage SaaS platforms, ensuring smooth operations.
• Perform daily operational tasks, including shift and weekend coverage.
• Support release management and automation activities.
• Contribute to process improvements and operational efficiency.
• Participate in occasional onsite assignments when required.

Skills

Linux

Shell scripting

Perl

Python

SQL

Oracle

Troubleshooting

English communication

Phone-based support

Global support

Job description

We’re hiring for our client for a skilled Support L1/L2 engineer with 2-6 years of experience

Role Overview

We’re hiring for our client for a skilled L1/L2 Support Engineer - SaaS Operations. This hire is for the global Support & Operations team to provide Level 1 and Level 2 support for SaaS clients. This role involves rotating shifts, including evening and night shifts, with all work conducted in English.

Key Responsibilities:

• Provide L1 (phone/email) and L2 (troubleshooting and resolution) support.
• Monitor and manage SaaS platforms, ensuring smooth operations.
• Perform daily operational tasks, including shift and weekend coverage.
• Support release management and automation activities.
• Contribute to process improvements and operational efficiency.
• Participate in occasional onsite assignments when required.

Skills Required:

• Strong knowledge of Linux operating systems
• Experience with scripting languages such as Shell and Perl; Python knowledge is an added advantage
• Good understanding of databases (Oracle or open-source databases) and SQL
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills in English.
• Ability to provide phone-based technical support to global clients.

Preferred skill

• Experience working with trading systems or financial applications isa plus
• Exposure to SaaS environments and production support operations.