thinkbridge · 22 hours ago
L2 Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expthinkbridge is a company that helps growth-stage companies become tech disruptors through technology strategy and development. They are seeking an L2 Support Engineer responsible for providing high-quality Level 2 support, managing user issues, and ensuring effective communication with stakeholders.
AppsConsultingEnergyFinancial ServicesHealth CareInformation TechnologyManagement ConsultingManufacturingMobile AppsWeb Development
Responsibilities
Provide end-to-end L2 support for the application by handling escalated tickets from frontline support and business users
Investigate, reproduce, and validate user-reported issues in both UAT and Production environments, ensuring accurate root-cause analysis
Explain portal workflows, system behavior, and functional processes to users in a simple, easy-to-understand way during calls, chats, or email interactions
Connect with clients and internal stakeholders via calls and virtual meetings to understand issues, gather clarifications, and guide them on correct portal usage and best practices
Collaborate closely with development, QA, and product teams to triage issues, verify fixes, and ensure smooth deployment of resolutions
Use Firebase to validate backend data, analyze logs, and troubleshoot discrepancies between user experience and system records
Utilize tools such as Microsoft Clarity to review user sessions and behavior, identify usability issues, and propose improvements to reduce user friction and repeated queries
Create and maintain detailed end-user documentation, FAQs, and process guides for all key modules to support self-service and improve adoption
Log, track, and update all production issues with clear steps to reproduce, impact assessment, screenshots, and root-cause summaries to support transparency and knowledge sharing
Provide timely, proactive communication to users and stakeholders during incidents, including status updates, expected timelines, and post-resolution summaries
Support continuous process improvement by identifying recurring issues, analysing patterns, and recommending preventive measures or product enhancements
Demonstrate strong ownership of assigned tickets and user cases, ensuring closure within agreed SLAs and maintaining high user satisfaction
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience in application support or customer care)
2–4 years of experience in application support, L2 support, or customer care for web or mobile applications
Hands-on experience working with tools such as Firebase (for data validation and log analysis) and similar monitoring or logging platforms
Familiarity with analyzing user behavior using session replay or analytics tools (for example, Microsoft Clarity, Hotjar, or similar)
Strong problem-solving and analytical skills with the ability to quickly understand complex workflows and system behaviour
Excellent verbal and written communication skills with the ability to explain technical or process details to non-technical users
Proven ability to collaborate effectively with cross-functional teams including development, QA, product, and business stakeholders
Strong documentation skills with experience creating user guides, FAQs, and process documentation
Ownership mindset, with the ability to manage priorities, handle pressure during production incidents, and drive issues to closure
Preferred
Experience supporting SaaS products or customer portals in a B2B or B2C environment
Basic understanding of databases, APIs, and web technologies to better troubleshoot application issues
Exposure to ticketing systems (such as JIRA, Zendesk, Freshdesk) and incident/problem management practices
Prior experience in a care team / customer success / customer experience role with direct user interaction
Benefits
Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.
Cutting-Edge Projects – Work on exciting projects using the latest technologies.
Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.
Comprehensive Medical & Term Insurance: Full coverage for you and your family peace of mind.
Work-From-Workweek (WWW): Twice or thrice a year, we come together for One-week sprints to collaborate in person, foster stronger team bonds, and align on goals. All travel expenses are covered in the form of an allowance which is called a work week allowance.
We organize city-wise, company-sponsored local meetups—fun-filled day outings with your colleagues!
At **think**bridge, you get reimbursed for approved certifications and short courses that support your role.
We embrace diversity and ensure equal opportunity for everyone, fostering an inclusive workplace where all voices are valued.
Company
thinkbridge
Digital Technology & Business Consulting Services
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Sai Ganesh
Founder / CTO
Anand Krishnan
Founder & Managing Partner
Company data provided by crunchbase