Job Description

Job Title: L2 Technical Support Engineer

Company: Toddle

Years of Experience: 2+ years

Location: Remote (PAN INDIA)

Role Type: Full-Time Role

Salary: As per company standards

Eligibility

• Education: B.E / B.Tech
• Minimum 2+ years of experience in Technical Support or a similar role

Role Overview

You will act as the primary point of contact (POC) for all technical support tickets raised by school buddies. You will own ticket triage, investigation, communication, and resolution while collaborating closely with Engineering, Product, and Success teams. This role is critical in ensuring high-quality support, faster resolutions, and an excellent customer experience in a fast-growing SaaS environment.

Key Responsibilities

Technical Support & Ticket Ownership

• Act as the primary POC for all technical support tickets raised by school buddies
• Own end-to-end ticket lifecycle: triage, investigation, resolution, and communication
• Ensure issues are clearly understood, prioritized correctly, and resolved efficiently

Troubleshooting & Issue Resolution

• Validate reported issues and perform basic to advanced troubleshooting
• Identify whether issues are related to product bugs, configuration errors, or usage gaps
• Provide accurate resolutions or effective workarounds

Collaboration & Escalation

• Work closely with Engineering, Product, and Success teams for timely resolutions
• Escalate issues to Tech Leads with clear reproduction steps, impact analysis, and logs
• Prioritize tickets based on urgency, impact, and customer needs

Process Improvement & Documentation

• Create and maintain support documentation and knowledge-base articles
• Identify recurring issues and patterns to reduce repeat tickets
• Contribute to improving support workflows, SLAs, and overall customer experience

Skills and Qualifications

Technical Skills

• Strong troubleshooting and analytical skills
• Good understanding of web applications and mobile platforms
• Familiarity with ticketing systems, internal tools, and basic scripts
• Knowledge of basic debugging techniques, extracting logs, and system monitoring

Soft Skills

• Strong product mindset with empathy for end users
• Clear, professional written and verbal communication skills
• Bias towards action and problem-solving
• Ability to collaborate effectively across teams

Working Hours & On-Call Expectations

• Primarily standard working hours
• After the first 3 months, night shifts may be required during peak seasons (school onboarding or reporting periods)
• Outside peak seasons, limited after-hours support with regular working hours