L2 Senior Support Engineer

We are looking to onboard a Technical Account Manager (TAM) or a Senior L2 Support Engineer who can serve as a strong technical partner to our customers. This role is ideal for someone who understands the world of test automation, has a problem-solving mindset, and can work closely with both technical and non-technical teams to ensure customer success.

Responsibilities :

• Act as a trusted technical advisor for key customers throughout their lifecycle, from onboarding to adoption and beyond.
• Take ownership of escalated L2 technical issues related to Web, Mobile (Android and iOS), and API testing within the platform.
• Work with customers on automation strategies, framework setup, tagging conventions, and CI / CD integrations.
• Partner with Customer Success Managers to align on customer goals, track milestones, and ensure adoption.
• Proactively monitor account usage, ticket trends, and risk signals.
• Engage early to prevent escalations.
• Deliver structured technical onboarding, live debugging support, and periodic solution reviews.
• Identify repeated problem areas and work with internal teams to suggest product enhancements.
• Support a 24x5 coverage model on rotation while adhering to defined SLAs.

Requirements :

(ref : hirist.tech)