Level 2 Support Analyst in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Level 2 Support Analyst in India.

This role is focused on providing advanced technical application support within a fast-paced SaaS environment that powers critical public sector services. You will be responsible for resolving complex issues escalated from first-line support, ensuring timely and accurate problem resolution that directly impacts end users and essential services. Working at the intersection of support, engineering, and product teams, you will help maintain service stability while improving overall system performance and user experience. The position requires strong analytical thinking, technical troubleshooting, and customer communication skills. You will also contribute to continuous improvement initiatives by enhancing documentation, knowledge sharing, and support processes. This is a collaborative and impact-driven role where your work supports organizations delivering vital services to citizens.

• 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.

• 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.

• Flexible working arrangements, including remote, hybrid, and adjusted schedules where applicable.
• Inclusive and supportive work environment focused on collaboration and continuous learning.
• Opportunities for professional growth, training, and career development.
• Culture that encourages volunteering and community engagement through dedicated leave initiatives.
• Exposure to large-scale public sector technology supporting critical citizen services.
• Strong emphasis on work-life balance and employee well-being.