Level 2 Support Analyst - Libraries
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Level 2 Support Analyst - Libraries in India.
You will join a mission-driven technology environment focused on supporting critical public service applications used by libraries and public sector organizations. In this role, you will handle complex application support cases escalated from Level 1 teams, ensuring timely resolution of technical issues and maintaining high service quality standards. You will work closely with engineering, product, and Level 3 support teams to troubleshoot system issues, implement fixes, and improve platform stability. The position requires strong analytical thinking, technical troubleshooting skills, and the ability to work in a structured ITIL-based support environment. You will also contribute to continuous service improvement by enhancing documentation, knowledge sharing, and operational processes. This is a great opportunity for a detail-oriented support professional who enjoys solving complex technical problems and working in a collaborative SaaS environment.
Accountabilities:
- Investigate and resolve complex application support issues escalated from Level 1 teams, ensuring adherence to SLA targets.
- Perform configuration updates, data corrections, and technical workarounds to restore system functionality.
- Collaborate with Level 3 support, engineering, product, and technical operations teams to resolve defects and service requests.
- Maintain accurate case documentation and provide timely updates to customers throughout the incident lifecycle.
- Participate in incident, problem, and change management processes aligned with ITIL best practices.
- Create, update, and maintain knowledge base articles, troubleshooting guides, and support documentation.
- Act as a subject matter expert during customer escalations and technical discussions when required.
- Support Level 1 teams through mentoring and knowledge sharing to improve first-contact resolution rates.
- Assist in operational tasks such as scripting, automation, and support tool enhancements where applicable.
- Troubleshoot issues related to finance modules, workflows, and system integrations.
Requirements:
- 2-5 years of experience in application support, technical support, or a similar SaaS support role.
- Strong understanding of enterprise or SaaS applications, including configuration, data structures, and workflows.
- Basic SQL skills for querying, analyzing, and validating application data.
- Experience working within ITIL-based service management environments using tools such as ServiceNow or similar platforms.
- Experience troubleshooting financial modules, processes, or related system integrations.
- Exposure to scripting or automation for operational support activities is an advantage.
- Strong analytical and problem-solving skills with the ability to perform root cause analysis.
- Excellent documentation and knowledge-sharing abilities.
- Strong communication skills and ability to collaborate with cross-functional technical teams.
- Customer-focused mindset with a proactive and detail-oriented approach to issue resolution.
Benefits:
- Flexible remote or hybrid working arrangements depending on location
- Inclusive and supportive work environment focused on collaboration and diversity
- Learning and development opportunities to support career growth
- Opportunities to contribute to public sector and citizen-impacting technology solutions
- Flexible work options including adjusted hours and part-time arrangements where applicable
- Paid time off and volunteering opportunities through giving-back initiatives
- Exposure to modern SaaS platforms and enterprise support operations
- Strong emphasis on work-life balance and employee well-being
