L2 Support Executive

We are looking for a highly skilled L2 Technical Support Executive responsible foradvanced troubleshooting, root-cause analysis, report creation, and resolving complex technical issuesescalated from L1 teams. This role requires strong analytical, technical, and communication capabilities,along with the ability to collaborate with cross-functional engineering teams. This is a full-time role based in Gurugram. As an L2 Support Executive, you will act asthe technical escalation point for production issues, perform in-depth investigations, validate defects,analyse logs, and coordinate with development teams to ensure timely and accurate resolutions. Key Responsibilities:• Provide advanced technical assistance for escalated incidents requiring deeper investigation.• Perform root-cause analysis (RCA) for recurring or complex issues and share detailed findings with stakeholders.• Troubleshoot issues involving database queries, data discrepancies, API failures, product configurations, and integrations.• Validate defects, replicate issues in staging environments, and work closely with development, QA, and product teams for resolution.• Review, analyse, and interpret complex application logs to identify system-level issues.• Support database mapping and conduct complex SQL operations to analyse and resolve data-related issues.• Prepare detailed technical reports, dashboards, and insights on incident trends, system behaviour, and improvement areas.• Guide and support L1 teams by providing knowledge articles, SOPs, and technical mentoring.• Ensure timely escalation and closure of tickets as per defined SLAs, maintaining high customer satisfaction.

Full Time Bachelor's degree (Any field). Bilingual - Spanish & English is mandatory.