Level 2 Support Analyst

New

IndiaFull-TimeMiddle

Salary not disclosed

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Job Details

2–5 years of experience in application support or a similar technical support role.
Strong understanding of enterprise or SaaS application environments, including configuration and data structures.
Working knowledge of ITIL frameworks and tools such as ServiceNow or Salesforce.
Basic SQL skills for querying and analyzing application data.
Experience supporting finance modules, financial workflows, or related system integrations.
Exposure to scripting or automation for operational or support tasks.
Strong analytical thinking with excellent root-cause analysis and troubleshooting skills.
Proven ability to document processes and share knowledge effectively within a team.
Strong communication skills and a customer-focused mindset.

Investigate and resolve complex application issues escalated from Level 1 support, ensuring adherence to SLAs.
Perform configuration updates, data corrections, and technical workarounds to restore service functionality.
Collaborate with engineering, product, technical operations, and Level 3 support teams to resolve defects and enhancements.
Maintain detailed case documentation and provide clear, timely updates to customers throughout the support process.
Participate in incident, problem, and change management processes aligned with ITIL best practices.
Create and maintain knowledge base articles, troubleshooting guides, and internal support documentation.
Support customer escalations as a technical point of contact and subject matter expert when needed.
Assist in mentoring Level 1 analysts and improving first-line resolution capability.
Contribute to operational automation and scripting activities for live support environments.
Troubleshoot finance-related modules, workflows, and system integrations.

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