L2 Senior Support Engineer

1 week ago

Bengaluru, India SkillPad Talent Solutions Advisory Full time

We are looking to onboard a Technical Account Manager (TAM) or a Senior L2 Support Engineer who can serve as a strong technical partner to our customers. This role is ideal for someone who understands the world of test automation, has a problem-solving mindset, and can work closely with both technical and non-technical teams to ensure customer success.Responsibilities :- Act as a trusted technical advisor for key customers throughout their lifecycle, from onboarding to adoption and beyond.- Take ownership of escalated L2 technical issues related to Web, Mobile (Android and iOS), and API testing within the platform.- Work with customers on automation strategies, framework setup, tagging conventions, and CI/CD integrations.- Partner with Customer Success Managers to align on customer goals, track milestones, and ensure adoption.- Proactively monitor account usage, ticket trends, and risk signals.- Engage early to prevent escalations.- Deliver structured technical onboarding, live debugging support, and periodic solution reviews.- Identify repeated problem areas and work with internal teams to suggest product enhancements.- Support a 24x5 coverage model on rotation while adhering to defined SLAs.Requirements :- 4+ years of experience in a customer-facing technical or support role, preferably in SaaS, QA, or DevOps environments.- Good understanding of test automation, including cross-browser and mobile testing concepts.- Familiarity with web technologies such as HTML, CSS, and browser DevTools.- Awareness of scripting or programming in JavaScript, Java, or Python is preferred.- Understanding of web-based application stacks, testing frameworks, and CI/CD pipelines.- Strong communication skills, with the ability to clearly explain technical topics to varied audiences.- Proven experience in managing customer relationships and driving technical conversations.- High sense of ownership, attention to detail, and ability to work independently.- Prior experience with automation platforms or QA tools.- Exposure to hybrid cloud SaaS environments.- Experience supporting enterprise customers across regions.- Ability to create enablement assets or contribute to internal knowledge repositories. (ref:hirist.tech)

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