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Senior Technical Support Engineer (L2/L3)

InfoBeans -
Baner, Pune, Maharashtra

Apply Now

Job details

5 days ago

Qualifications

Jira
FTP
BCS
TCP
ITIL Certification
Cloud infrastructure
Azure
Computer Science
Software troubleshooting
Kubernetes
Enterprise Software
IT service management
Microsoft SQL Server
Technical support
SQL
AWS
Analysis skills
Docker
Bachelor's degree
SSL
Zendesk
Confluence
PostgreSQL
REST
DNS
Organisational skills
APIs
ServiceNow
Customer support
Web services
Problem management
JSON
Application support
TCP/IP
HTTPS
Root cause analysis
SaaS
AWS Certified Cloud Practitioner – Foundational
Communication skills
MySQL
Information Technology

Full job description

At InfoBeans, we believe in making other people’s lives better— through our work and everyday interactions.

Role:

Senior Technical Support Engineer (L2/L3)

Location:

Pune – Baner

Experience:

4+ years

Key Skills:

SaaS platforms, Advanced troubleshooting & root cause analysis

Job Description – Senior Technical Support Engineer (L2/L3)

Position

Senior Technical Support Engineer (L2/L3)

Experience

4–7 Years

Shift

24×7 rotational support (including NAM and APAC shifts; weekend support as required)

Role Summary

We are looking for a customer-focused Senior Technical Support Engineer to join our high-performing support team. The role involves providing advanced technical support, troubleshooting complex application and platform issues, collaborating with Engineering, Product, and Vendor teams, and ensuring exceptional customer experience while meeting defined service levels.

Key Responsibilities

Provide advanced technical support to customers through phone, email, and ticketing systems.
Troubleshoot and resolve complex issues related to enterprise applications, SaaS platforms, APIs, and integrations.
Perform root cause analysis and collaborate with Engineering teams to resolve product defects.
Handle technical escalations and drive issues to resolution within SLA/SLO targets.
Support cloud-based applications and enterprise software solutions.
Coordinate with Product, Engineering, Vendors, and Customer Success teams for timely issue resolution.
Create and maintain knowledge articles, technical documentation, FAQs, and runbooks.
Monitor support trends and recommend process and product improvements.
Maintain accurate case documentation and status updates in ticketing systems.
Ensure proactive customer communication and provide regular progress updates.
Participate in incident management activities and support critical production issues.
Contribute to continuous service improvement initiatives.

Required Skills

4–7 years of experience in Technical Support, Application Support, or Customer Support Engineering.
Strong troubleshooting and root cause analysis skills.
Experience supporting enterprise applications and SaaS platforms.
Strong understanding of APIs, web services, and application integrations.
Excellent analytical and problem-solving abilities.
Experience working with ticketing tools such as Zendesk or Jira
Excellent verbal and written communication skills.
Strong customer focus with the ability to manage multiple priorities.
Ability to work independently and collaboratively in a fast-paced environment.
Willingness to work in a 24×7 rotational support model, including weekends when required.

Technology Stack

Cloud Platforms: Microsoft Azure, AWS (Preferred)
APIs & Web Technologies: REST APIs, JSON, OAuth, Web Services, Postman
Networking: DNS, HTTP, HTTPS (SSL), FTP, TCP/IP
Databases: Basic SQL and relational database concepts for troubleshooting (MySQL, Microsoft SQL Server, PostgreSQL)
Ticketing & ITSM Tools: Zendesk (Mandatory), Jira, ServiceNow, Confluence
Enterprise Applications: Microsoft 365, Adobe Admin Console, SaaS Applications
Monitoring & Diagnostics: Application Logs, Event Viewer, Cloud Monitoring and Diagnostic Tools
Support Methodologies: ITIL, Incident Management, Problem Management, Change Management, Root Cause Analysis (RCA)

Key Skills

Advanced troubleshooting and root cause analysis
Enterprise application and SaaS platform support
Technical incident and problem management
API troubleshooting and integration support
Customer issue resolution and escalation management
Strong analytical and critical thinking skills
Excellent verbal and written communication
Customer-focused approach with strong stakeholder management
SLA/SLO adherence and service delivery excellence
Ability to prioritize multiple issues in a fast-paced environment
Cross-functional collaboration with Engineering, Product, and Vendor teams
Technical documentation and knowledge base management
Attention to detail and strong organizational skills
Continuous learning mindset with adaptability to new technologies
Ability to work independently and collaboratively in a 24×7 support environment

Optional Skills

ITIL Foundation Certification
Microsoft Azure Fundamentals (AZ-900) or AWS Cloud Practitioner certification
Experience supporting enterprise SaaS applications
Exposure to cloud infrastructure and services (Azure, AWS, GCP)
Familiarity with Docker and Kubernetes
Experience with JIRA, Confluence, and other ITSM/knowledge management tools
Experience supporting Microsoft 365 or Adobe Admin Console
Knowledge of monitoring and observability tools for application health and performance

Educational Qualification

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
Relevant technical certifications are an added advantage.

Key Competencies

Customer-first mindset
Ownership and accountability
Strong analytical and problem-solving skills
Effective communication and stakeholder management
Attention to detail
Team collaboration and cross-functional coordination
Ability to work under pressure and manage multiple priorities
Adaptability in a dynamic and fast-paced environment
Continuous learning and improvement

Working Model

24×7 rotational support
NAM and APAC shift coverage
Weekend and holiday support on a rotational basis
Hybrid/Remote/Office (as per business requirements)

Apply Now

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Job Description – Senior Technical Support Engineer (L2/L3)

Position

Senior Technical Support Engineer (L2/L3)

Experience

4–7 Years

Shift

24×7 rotational support (including NAM and APAC shifts; weekend support as required)

Role Summary

Key Responsibilities

Required Skills

Technology Stack

Key Skills

Optional Skills

Educational Qualification

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline. Relevant technical certifications are an added advantage.

Key Competencies

Working Model

24×7 rotational support NAM and APAC shift coverage Weekend and holiday support on a rotational basis Hybrid/Remote/Office (as per business requirements)

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
Relevant technical certifications are an added advantage.

24×7 rotational support
NAM and APAC shift coverage
Weekend and holiday support on a rotational basis
Hybrid/Remote/Office (as per business requirements)