Hi Folks,

We are looking for customer‑facing Tech Support II professionals to provide round‑the‑clock technical support for enterprise customers. The role is focused on issue troubleshooting, incident management, and customer communication.

Key Responsibilities

• Provide L2 technical support to customers via phone, email, and ticketing systems
• Act as on‑call support to handle high‑priority production issues
• Troubleshoot application, system, and environment‑related issues (no coding)
• Clearly communicate issue status, resolution steps, and timelines to customers
• Work closely with internal teams (L3, Infra, Product) for escalations
• Create and update incident logs, SOPs, and knowledge base articles
• Ensure SLA adherence and customer satisfaction
• Participate in shift handovers and operational meetings