Customer Experience L2 Support Engineer

7 days ago

Bhubaneshwar, Odisha, India Logile, Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary:

The Logile Help Desk is an essential component of the Customer Experience (CX) team. As a L2-Software Support Engineer, you will provide advanced technical and functional support for the Logile Platform, conduct root-cause analysis, and ensure the seamless resolution of complex issues. You will act as an escalation point for Level-1 agents and collaborate with various departments to deliver solutions that exceed customer expectations. This role focuses on handling complex technical and functional problems, performing in-depth analysis, and mentoring Level-1 agents. 

Key Responsibilities:

  • Conduct comprehensive 360-degree reviews of support tickets to ensure thorough understanding and resolution of customer issues.
  • Utilize in-depth knowledge of specific software solutions to diagnose and resolve complex technical and functional problems.
  • Perform detailed root-cause analysis to identify underlying issues and implement effective solutions.
  • Provide advanced technical support and mentor Level-1 agents.
  • Collaborate with engineering, product management, and other departments to facilitate the resolution of customer issues and improve overall service quality.
  • Create and maintain detailed documentation of support processes, solutions, and best practices.
  • Assist in training and mentoring junior support agents to enhance their technical skills and customer service capabilities.
  • Proactively identify opportunities for process improvements and contribute to the development of support strategies.
  • Manage multi-customer projects and internal initiatives, developing project plans and monitoring performance.
  • Ensure proper recording, documentation, and closure of tickets.

Job Location & Schedule:

  • This job is an onsite job at Logile Bhubaneswar Office.
  • Schedule Flexibility & Overnight Support
    : Must be available to work a highly flexible schedule, including nights, weekends, and holidays, to support a 24/7 global help desk. The primary shift will align with overnight hours in India—
    typically 5:30 PM to 2:30 AM IST
    —to overlap with U.S. business hours (8:00 AM to 5:00 PM Eastern), and may vary based on operational needs.

Compensation and Benefits:

  • The compensation and benefits associated for this role is benchmarked against the best in industry and job location
  • Applicable shift allowances and home pick up and drops will be provided by Logile

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