L2 Support Engineer

Role Overview

The L2 Support Engineer will handle escalations from L1 support, troubleshoot complex technical issues, and work closely with Engineering and Product teams to resolve problems. You will serve as the bridge between customers and internal teams, ensuring timely resolutions, accurate communication, and proactive knowledge sharing.

Key Responsibilities

• Act as the point of escalation for L1 support engineers, handling complex issues that require deeper troubleshooting.
• Troubleshoot, diagnose, and resolve issues related to : ticketing and support platform configurations, API integrations, workflows, and AI agent configurations.
• Collaborate with Product and Engineering teams to escalate bugs, document root causes, and ensure fixes are implemented.
• Create, review, and maintain knowledge base articles, FAQs, and SOPs to reduce recurring issues.
• Conduct ticket analysis to identify trends, recurring issues, and areas for automation / AI-driven improvements.
• Work directly with enterprise customers on high-priority issues, ensuring a positive customer experience.
• Provide mentorship and guidance to L1 support team members.

Qualifications

Application Process

You can apply on this job portal or submit your resume and relevant details to : Email subject line : Application – L2 Support Engineer – Emplay Inc. Please include the following in your email : current CTC, expected CTC, notice period, years of relevant experience, reason for job change, LinkedIn profile link.

Current CTC, Expected CTC, Notice period, Years of relevant experience, Reason for job change, LinkedIn profile link.

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