L2 Product Support Engineer

About CompanyAs an L2 Product Support Engineer at Leena AI, you'll act as the technical backbone ofcustomer support. You'll be responsible for resolving escalated issues from L1, analyzingproduct-related challenges, understanding backend code snippets , troubleshooting APIs, andworking closely with engineering and product teams to deliver seamless solutions.This role is perfect for someone who enjoys problem-solving, thrives in a fast-paced SaaSenvironment, and loves to collaborate and deep dive with the Engineering team.Key ResponsibilitiesAdvanced Case Ownership & ResolutionManage a queue of escalated technical support tickets from the L1 team and ensure timely, high-quality resolution.Own issues end-to-end: from initial investigation to solution delivery and customer confirmation.Proactively follow up with customers, ensuring they have a clear understanding of progress and resolution timelines. Troubleshooting & Root Cause AnalysisPerform deep-dive investigations by analyzing system logs, API requests/responses,and backend data flows to identify the root cause of reported issues.Debug and understand code snippets (Python, NodeJS and ReactJS) to assist in pinpointing product defects and integration gaps.Collaborate with engineering teams to validate, replicate, and resolve software-related bugs. Cross-Functional CollaborationPartner closely with Engineering, Product Management, and QA teams to escalate complex technical challenges.Act as the voice of the customer internally by providing detailed technical insights, reproduction steps, and impact assessments to drive faster bug fixes and feature improvements.Collaborate with Customer Success Managers to ensure customer expectations are effectively managed.API & Integration SupportWork extensively with REST APIs, JSON payloads, and authentication frameworks to resolve integration-related challenges.Partner with implementation teams to troubleshoot API-level issues for enterpriseCustomers.Assist customers in setting up and optimizing integrations with Leena AI's platform.Knowledge Base & EnablementCreate and maintain technical documentation, troubleshooting guides, FAQs, andknowledge base articles, SOPs to empower customers and internal teams.Collaborate with L1 support to upskill them by sharing insights, solutions, and reusable fixes to reduce recurring escalations.Customer Communication & AdvocacyCommunicate technical findings clearly to both technical and non-technicalStakeholders.Build strong relationships with enterprise clients by demonstrating ownership, empathy, and proactive problem-solving.Advocate for product enhancements based on recurring customer pain points andfeedback.Required Skills & QualificationsExperience: Minimum 5+ years in technical product support, application support, or similar roles — ideally in a SaaS or enterprise product environment.Technical Expertise:Strong debugging skills and familiarity with API troubleshooting.Ability to understand and analyze code in Python, NodeJS and ReactJS for root cause identification.Problem-Solving Mindset: A structured and logical approach to resolving complex, ambiguous technical issues.Communication Skills: Ability to explain technical solutions in a simple, customer-friendly way while maintaining transparency and empathy.8. Tools Expertise:Ticketing systems like Jira, Jira Service Management, Freshdesk, Zendesk,or ServiceNow.Log analysis and monitoring tools such as Datadog, Kibana, or Splunk.9. Preferred QualificationsPrior experience in enterprise SaaS environments with high-value B2B clients.Experience working in AI-driven products or HRTech/Employee Experience platforms.Exposure to SQL for basic database querying and debugging.Why Join Leena AI?Work with industry-leading AI products trusted by Fortune 500 companies.Get hands-on exposure to next-gen conversational AI, LLMs, and automation-drivenPlatforms.A culture of ownership, customer-centricity, and continuous learning.Collaborate with top engineering and product minds solving challenging enterprise-scale problems.Opportunity to directly impact customer success, retention, and platform stability.Next StepsIf you're a passionate problem-solver who thrives at the intersection of technology andcustomer experience, Leena AI is the place for you.Apply now and help us deliver exceptional product experiences to our enterprise clients.