L2 Support Engineer

About Logile Logile 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 performance and empowered employees. Retailers worldwide rely on Logile solutions to boost profitability and competitive advantage by delivering the best service and products at optimal cost. From labor standards development and modeling to unified forecasting, storewide scheduling, and time and attendance, to inventory management, task management, food safety, and employee self-service — we transform retail operations with a unified store-level solution. Gain the Advantage with The Logic of Retail. One Platform for store planning, scheduling and execution. For more information, visit www.logile.com

Key Responsibilities Technical & L2 Ownership

• Own and resolve complex L2 tickets in production environments.
• Perform deep troubleshooting across application, database, integrations, and configuration layers.
• Write advanced SQL queries for investigation, validation, and controlled data correction.
• Analyze logs, batch jobs, APIs, and data interfaces.
• Clearly differentiate between configuration issues, data issues, and product defects.
• Escalate to Engineering only after structured triage and documented analysis. Incident, SLA Accountability & Escalation Handling
• Take technical ownership during P1 and P2 incidents.
• Lead or actively drive troubleshooting bridges when required.
• Ensure structured investigation, action tracking, and resolution progress.
• Support adherence to SLA and MTTR targets.
• Complete RCAs within defined timelines with corrective and preventive actions. Integration & Data Interface Support
• Troubleshoot API failures, file-based integrations, and data sync issues.
• Analyze interface logs and monitor recurring integration failures.
• Work with DevOps and Engineering for long-term stabilization. Client Communication & CSM Engagement
• Provide clear and concise technical updates to enterprise clients.
• Translate technical findings into business impact language.
• Set realistic timelines and manage expectations.
• Support CSMs during escalations and high-visibility accounts. Cross-Team Collaboration
• Partner closely with Engineering, Product, DevOps, and CSM teams.
• Ensure alignment before major updates or workaround implementation.
• Drive follow-ups to closure without ticket stagnation. Preventive & Continuous Improvement
• Identify recurring patterns and recommend systemic fixes.
• Contribute to knowledge base improvements.
• Mentor L1 engineers to improve first-level troubleshooting quality.
• Suggest automation or monitoring improvements where possible. Cloud & Platform Awareness
• Work within AWS or Azure-hosted environments.
• Interpret application and infrastructure monitoring alerts.
• Collaborate during deployment or release-related investigations. Operational Excellence
• Maintain strong ticket documentation and hygiene.
• Identify recurring issues and suggest preventive measures.
• Contribute to knowledge base and internal documentation.
• Mentor L1 engineers on troubleshooting approaches. Shift & Operational Discipline
• Work in rotational shifts as part of a 24x7 support model.
• Maintain consistent performance during late and high-pressure shifts.
• Ensure proper documentation before shift handovers. Job Location & Schedule :
• This job is an onsite job at Logile Bhubaneswar Office.
• It is expected that the selected candidate will be available to work with some hours of overlap with US working times

Required Skills & Experience

• Bachelor’s degree in computer science, IT, or related field.
• 5 to 8 years in SaaS or enterprise application support.
• Strong hands-on SQL skills.
• Working knowledge of at least one scripting or programming language such as Python or Java.
• Proven L2 troubleshooting experience in production systems.
• Experience handling P1 and P2 incidents.
• Experience working in rotational shifts.
• Strong written and verbal communication skills.
• Cloud exposure in AWS or Azure environments.

Preferred Skills

• Experience in retail, workforce management, or enterprise SaaS platforms.
• Familiarity with API troubleshooting and integration workflows.
• Exposure to monitoring tools such as Prometheus or Grafana.
• Experience using AI tools to improve support efficiency.