SaaS L2 Support Engineer

Overview

SaaS L2 Support Engineer for application support (L1 & L2) in a 24x7 environment, including incident/change management, troubleshooting, and knowledge base documentation.

What you'll do

• Act as the first point of contact for application-related issues and service requests from global business users.
• Provide Level 1 and Level 2 support for CMS platforms (e.g., AEM) and eCommerce platforms (e.g., Intershop, Salesforce Commerce, Magento).
• Execute ITIL incident management and change management, triaging support queues and responding within SLAs.
• Analyze and replicate issues, document symptoms, and escalate to L3 or vendor teams when needed.
• Monitor application availability and support 24x7 SaaS operations to maintain uptime and stable user experience.
• Build and troubleshoot relational and NoSQL database queries; support disaster recovery and business continuity.
• Collaborate with product owners, developers, and QA during incident resolution, testing, UAT, releases, and configuration changes.

What you'll need

• 5 to 8 years of experience in application support (L1/L2) for business applications.
• Willingness to work rotational shifts for 24x7 support.
• Experience with ticketing tools such as ServiceNow, JIRA, or Zendesk.
• Proficiency in handling complex queries for relational databases and troubleshooting NoSQL databases.
• Strong written communication skills for technical workflow documentation (e.g., SOPs, flow diagrams, end-user documentation).
• Knowledge of PL/SQL and exposure to full stack development.
• Experience working with global teams and end users in 24x5 or follow-the-sun support models.

Nice to have

• Prior experience supporting eCommerce, CPQ, or AEM environments.
• Hands-on knowledge of ticketing tools like ServiceNow, JIRA, or Zendesk.

Details

• Location: Bangalore, India (IN-KA-Bangalore, India).
• Work mode: Remote initially for 3 months from Bangalore.
• Employment type: Full time.