Product Support Engineer - L2

This role is for one of the Weekday's clients

Min Experience: 3 years

Location: Bangalore

JobType: full-time

We are looking for a proactive and technically proficient Product Support Engineer - L2 with 3–6 years of experience to become a member of our support team. The ideal candidate will be adept at analyzing technical challenges, comprehending application behavior, and collaborating closely with engineering teams to expedite the resolution of issues affecting customers.

This position demands strong troubleshooting skills, familiarity with APIs and integrations, and practical experience with GCP logs for effective root cause identification. The candidate must also be comfortable working during US business hours to support our global clientele.

Responsibilities:

• Investigate and resolve intricate technical problems escalated from L1 support.
• Examine logs to detect errors, system behavior, and performance issues.
• Troubleshoot API malfunctions and integration challenges across different platforms.
• Work collaboratively with engineering teams to accelerate issue resolution.
• Communicate clear and organized updates to customers regarding issues and solutions.
• Document root causes, temporary workarounds, and permanent fixes.
• Create and maintain internal knowledge base articles.
• Identify recurring problems and propose long-term solutions or automation initiatives.

Requirements:

• 3–6 years of experience in Technical, Application, or Production Support roles.
• Capability to read and interpret code (Java, Python, Node.js, or similar) to aid in debugging.
• Hands-on experience with analyzing GCP logs or equivalent cloud-based logging tools.
• Strong working knowledge of REST APIs and system integrations.
• Demonstrated troubleshooting expertise with the ability to independently conduct root cause analysis.
• Excellent written and verbal communication skills, able to effectively convey issues, impacts, and resolutions to customers.
• Comfortable working the US shift (India night shift).
• Ability to manage high-priority incidents with a strong sense of ownership and urgency.

Benefits:

• Chance to work in a dynamic, rapidly expanding B2B SaaS company.
• A collaborative and innovative working environment.
• Competitive salary and comprehensive benefits package.
• Opportunities for growth and professional development.
• Flexible working hours to suit your schedule.