Job Title

Job Title:Support Engineer- L1/L2 Location : Coimbatore(Hybrid) Experience : 4 to 8 YearsMandatory Skills ITIL Process JIRA ServiceNowJob Description We seek a proactive and detail-oriented L1/L2 support engineer to join our support team in Coimbatore. This role requires working in rotating afternoon and night shifts, supporting global users and systems, managing incidents, and resolving issues. Strong communication skills and a solid understanding of incident management processes are essential.Key Requirements 4–8 years of experience in L1/L2 technical support or application support roles Hands-on experience with incident management tools like Jira, ServiceNow Solid understanding of ITIL practices, particularly around incident, problem, and change management Strong written and verbal communication skills; ability to communicate technical info to non-technical users Familiarity with log analysis, basic scripting, and troubleshooting is a plus Must be willing to work in rotational shifts (Afternoon & Night) Based in Coimbatore or willing to relocateRoles & Responsibilities Provide L1 and L2 support for software applications Monitor ticketing systems(Jira, ServiceNow) and ensure timely incident resolution based on SLA Perform initial diagnosis, triage, and escalation of issues where necessary Follow up on open incidents and ensure updates are communicated to stakeholders timely Work closely with the engineering and functional teams to ensure smooth issue resolution Create and maintain documentation for common issues, resolution steps, and knowledge-base articles Participate in shift handovers and ensure continuity between shift teams Identify recurring issues and suggest improvements to reduce incident volume Maintain proper logs and audit trails of support activity