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.
Read the full description and apply on the company’s own careers page.
