Customer Support Engineer - L2

Role Overview

Infolitz Software Pvt. Ltd. islooking for a technically curious and proactive Customer Support Engineer -L2 who can handle customer support activities while also contributing to softwaretesting, troubleshooting, and development-related tasks.

The selected candidate will workclosely with customers, developers, testers, and internal engineering teams toidentify issues, reproduce defects, perform technical analysis, validate fixes,and support continuous improvement of our software products and solutions.

Key Responsibilities

• Handle Level 2 technical support issues escalated from customers or Level 1 support.
• Understand customer-reported issues and gather the required technical information.
• Analyze application behavior, logs, configurations, and error messages to identify possible root causes.
• Reproduce customer-reported issues in test or development environments.
• Provide clear and timely updates to customers and internal teams.
• Escalate complex technical issues to development or senior engineering teams with complete supporting information.
• Track reported issues through closure and verify that the provided solution resolves the problem.
• Maintain proper records of incidents, troubleshooting steps, resolutions, and known issues.
  
  

Software Testing

• Perform functional, regression, integration, and basic system testing.
• Prepare and execute test scenarios and test cases based on requirements.
• Reproduce reported defects and document clear steps for developers.
  
  

Development Support

• Assist the development team with minor development, debugging, configuration, or enhancement activities based on capability and training.
• Understand existing application code and system workflows.
  
  

Key Competencies

• Strong analytical and problem-solving ability.
• Ability to understand technical problems systematically.
• Good verbal and written communication skills.
• Customer-focused approach with professional communication.
• Ability to learn new technologies quickly.
• Attention to detail when reproducing and documenting issues.
• Ownership of assigned issues until resolution.
• Positive attitude and willingness to work across support, testing, and development activities.
• Ability to collaborate with developers, testers, customers, and other internal teams.
• Ability to work independently while seeking guidance when required.