L2 Support Engineer

As per company standards Role Overview The L2 Support Engineer will support & handle escalations from L1 support, troubleshooting complex technical issues, and working closely with Engineering and Product teams to resolve problems. This role requires 24x7 coverage as per the project SOW. You will serve as the bridge between Cisco and internal teams, ensuring timely resolutions, accurate communication, and proactive knowledge sharing. Key Responsibilities • Act as the point of escalation for L1 support engineers, handling complex issues that require deeper troubleshooting. • Troubleshoot, diagnose, and resolve issues related to: ticketing and support platformn configurations, API integrations, workflows, and AI agent configurations. • Support and monitor the Cisco AI Tutor platform on AWS, including using Cloud Watch dashboards (concurrent user counts, error rates, and other key metrics) for proactive issue detection. • Use Python for basic to intermediate troubleshooting, scripting, and data analysis tasks as needed. • Collaborate with Product and Engineering teams to escalate bugs, document root causes, and ensure fixes are implemented. • Create, review, and maintain knowledge base articles, FAQs, and SOPs to reduce recurring issues. • Conduct ticket analysis to identify trends, recurring issues, and areas for automation/AI-driven improvements. • Work directly with the Cisco team on high-priority issues, ensuring a positive customer experience. • Provide mentorship and guidance to L1 support team members. Qualifications • 1–3 years of experience in technical/customer support, preferably in Saa S, ITSM, or AI-based products. • Strong proficiency with AWS Cloud services. • Basic to intermediate Python coding skills. • General awareness of AI/ML concepts and conversational AI/chatbot platforms. • Familiarity with learning platforms / Ed Tech environments is a plus. • Strong knowledge of ticketing systems (Freshservice, Service Now, Jira, or similar). • Hands-on troubleshooting skills in APIs, data workflows, and basic SQL queries. • Excellent problem-solving and analytical skills, with the ability to simplify complex issues. • Strong communication skills, able to interact effectively with both technical and non-technical stakeholders. Preferred Skills • Exposure to conversational AI platforms, chatbots, or agent-based systems. • Experience with monitoring tools, logs analysis, and debugging techniques. • Prior experience supporting enterprise clients in a B2B Saa S environment, ideally in Ed Tech or learning platforms. Application Process You can submit your resume and relevant details to: placement@emplay.net Email subject line: Application – L2 Support Engineer – Emplay Inc Please include the following in your email: • Current CTC • Expected CTC • Notice period • Years of relevant experience • Reason for job change • Linked In profile link ‍ Open Linkedin Apply View all jobs OUR PRODUCTS Sales Agents Support Agents Procurement Agents People Performance Agents OUR PLATFORM Conversational AI Knowledge AI Generative AI COMPANY About Us Partner with Us Careers Contact Us RESOURCES Resource hub Video Blog Linked In Twitter POLICIES Terms of Use Privacy Policy Security and Compliance Copyright © 2025 Emplay. All rights reserved.