Customer Experience L2 Support Engineer

6 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

  • L2 Software Support Engineer

    2 weeks ago

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

    Level-2 Software Support EngineerCompany OverviewLogile is the leading retail labor planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceania.Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable...

  • Customer Experience Support

    1 week ago

    Bhubaneshwar, Odisha, India Kottakota Business Development Full time ₹ 84,000 - ₹ 1,44,000 per year

    Customer Engagement SupportLocation: Bhubaneswar | Work from OfficeExperience: 0 1 yearSalary: Up to 1.60 LPANote- Own laptop mandatory.Role & responsibilitiesHandle a minimum of 200 calls per day to communicate with customers in English and Hindi. Collect ratings, reviews, and feedback from customers. Maintain accurate and up-to-date daily reports of...

  • IT System Engineer

    2 days ago

    Bhubaneshwar, Odisha, India E Square System & Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    IT Engineer (L2+) | Must be CCNA & MCSE/RHCE certified. Hands-on in infra management (Windows/Linux, VMware, AWS/Azure), AD/DNS, networking & security (LAN/WAN/VPN, firewalls), backup/DR, L3 support & infra upgrades.

  • Director Customer Support

    2 days ago

    Bhubaneshwar, Odisha, India Logile, Inc. Full time

    Company OverviewLogile is the leading retail labor planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceania.Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable operational excellence with improved...

  • Security Engineer

    2 days ago

    Bhubaneshwar, Odisha, India Jio Full time ₹ 5,00,000 - ₹ 25,00,000 per year

    Security Engineer (L1/L2) : System Compliance and Identity & Access ManagementJob RolePosition: Security Engineer (L1/L2) : System Compliance and Identity & Access ManagementWork Location: BhubaneshwarEducational Qualification: Bachelors degree in Engineering or equivalentWork Experience: 4 Years 8 YearsCertification: Azure Security certification / GCP...

  • Security Engineer

    2 days ago

    Bhubaneshwar, Odisha, India Jio Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Security Engineer (L1/L2) : System Compliance and Identity & Access ManagementJob RolePosition: Security Engineer (L1/L2) : System Compliance and Identity & Access Management Work Location: New Delhi Educational Qualification: Bachelors degree in Engineering or equivalent Work Experience: 3 Years 8 Years Certification: Azure Security certification / GCP...

  • L3 Engineer

    2 days ago

    Bhubaneshwar, Odisha, India Omnilink Technology Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    WAN/LAN/WLANSTPFortinetCheck PointIDS/IPSWAFNACZero-TrustMicro-SegmentationThreat MitigationRCALoad BalancersNetwork SegmentationSolarWindsPRTGCisco DNAJuniper ContrailAruba AirWaveSIEMITILSDNSD-WANJuniperArubaDocumentationResponsibilitiesAct as L3 escalation for security incidents and troubleshootingDesign and optimize firewalls, VPN, IDS/IPS, NAC, and...

  • Desktop Engineer

    2 days ago

    Bhubaneshwar, Odisha, India Team Computers Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    We have excellent opening for the position of Desktop Engineer.Qualification: Any graduateExperience: 1 to 4 YrsJob Location: OdishaJD as followsInstallation and Roll out services of new desktops & laptops.Good communication skillsHardware fault diagnosis & isolation on desktops / laptops.Installation and OS Support - Repair / Re-Installation or fresh...

  • Data Center Engineer- Bhubaneshwar

    1 week ago

    Bhubaneshwar, Odisha, India Outworx Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    HiWe are urgently hiring for Data Center Engineer for Bhubaneshwar Location for one of our reputed Client.Mode- Work from OfficeJob description:ExperienceMinimum 3 Years in handling Data centre network operationsResponsibilitiesa) Will be responsible for monitoring and maintaining all network devices/links at the data centres/ disaster recovery sitesb) Fault...

  • Customer Sales and Support Executive

    2 weeks ago

    Bhubaneshwar, Odisha, India MedicalCertificate Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Job Title:Customer Sales & Support Executive / Manager – Customer Sales & SupportCompany:Location:On site (Bhubaneswar)Employment Type:Full-timeAbout Us: is India's trusted online platform for quick, genuine, and hassle-free medical certificates. We're expanding our team and looking for motivated individuals who can handle customer interactions and sales...