Job Summary
HR Talent Solutions is seeking a skilled and customer-focused Technical Support Engineer (L2) to provide advanced technical assistance for global clients operating in a fast-paced SaaS environment. In this remote role, you will act as the escalation point for Level 1 support, diagnosing and resolving complex technical issues while ensuring high service availability and customer satisfaction. You will collaborate closely with engineering, product, and support teams to troubleshoot incidents, identify root causes, and drive long-term solutions. This position requires strong analytical skills, excellent communication, and the ability to work effectively during US timezone hours.
Key Responsibilities
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Handle escalated L2 technical support tickets from L1 teams and customers
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Troubleshoot complex software, application, and system-related issues
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Perform root cause analysis and document findings clearly
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Collaborate with engineering teams to resolve bugs and system defects
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Monitor system performance and respond to critical incidents
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Assist in deployment and release validation processes
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Maintain accurate documentation of troubleshooting steps and solutions
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Ensure timely resolution of tickets within SLA commitments
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Support API, database, and integration-related issues where applicable
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Provide feedback to improve product stability and customer experience
Required Skills and Qualifications
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Strong understanding of SaaS platforms and cloud-based systems
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Experience with troubleshooting web applications and APIs
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Knowledge of SQL databases and basic query writing
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Familiarity with Linux/Windows server environments
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Experience using ticketing tools (Jira, Zendesk, Freshdesk, etc.)
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Strong problem-solving and analytical thinking skills
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Excellent written and verbal communication skills in English
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Ability to work independently in a remote environment
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Customer-first mindset with attention to detail
Experience
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2–5 years of experience in Technical Support, IT Support, or Application Support (L2 level preferred)
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Experience in SaaS or enterprise software environments is a plus
Working Hours
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Full-time remote role
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US Timezone coverage (EST/PST shifts depending on team allocation)
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Flexibility required for on-call or rotational support during critical incidents
Knowledge, Skills and Abilities
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Strong debugging and troubleshooting capabilities
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Ability to analyze logs, system errors, and performance issues
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Understanding of cloud platforms (AWS/Azure/GCP preferred)
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Familiarity with REST APIs and integration workflows
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Ability to prioritize multiple incidents under pressure
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Strong teamwork and cross-functional collaboration skills
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High adaptability to fast-changing technical environments
Benefits
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Fully remote work environment
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Competitive salary package aligned with experience
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Opportunity to work with global clients and SaaS products
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Professional growth and learning opportunities
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Exposure to advanced cloud and enterprise technologies
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Paid leaves and performance-based incentives
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Collaborative and supportive team culture
Why Join
At HR Talent Solutions, we believe in empowering professionals with meaningful opportunities that accelerate career growth. You will be part of a dynamic team supporting global customers and solving real-world technical challenges. This role offers strong exposure to enterprise systems, cloud infrastructure, and high-impact problem-solving in a globally distributed environment.
How to Apply
Interested candidates can apply by sending their updated resume and a brief cover letter to the HR Talent Solutions recruitment team. Please include “Technical Support Engineer – L2 (US Timezone)” in the subject line of your email. Shortlisted candidates will be contacted for further technical evaluation and interview rounds.