L2 Support Specialist

Company Description Progreva is a progressive, values-driven organization focused on building a culture of camaraderie, work-life balance, and empowerment, where team members are trusted with autonomy and responsibility. This people-first philosophy supports exceptional service and continuous innovation for clients. The company specializes in developing breakthrough digital products, intuitive solutions, SEO-led marketing, team training programs, and creative 2D/3D content. Progreva partners with values-aligned clients worldwide through flexible engagement models, emphasizing meaningful, long-term collaboration. Its human-centric, agile approach and comprehensive services make it an attractive workplace for professionals seeking growth and impact.
Role Description The L2 Support Specialist is a full-time on-site role based in Pune City, responsible for providing advanced technical and application support to internal teams and external clients. Day-to-day tasks include investigating and resolving escalated issues, performing root cause analysis, and coordinating with product, development, and infrastructure teams for complex problem resolution. The specialist will monitor system performance, document incident details, maintain knowledge base articles, and ensure timely and accurate communication with stakeholders. The role also involves contributing to process improvements, adhering to service-level agreements, and supporting training or handovers to L1 support teams where needed.
Qualifications
Strong technical troubleshooting and problem-solving skills, with experience supporting software applications or digital products.
Ability to analyze logs, identify patterns, and perform root cause analysis in a production or support environment.
Proficiency in ticketing and incident management tools, and familiarity with support workflows and SLAs.
Effective communication skills for interacting with clients and cross-functional teams, including clear documentation of issues and resolutions.
Experience collaborating with development, QA, or product teams to reproduce and resolve complex issues.
Comfort with learning new technologies and platforms, and adapting to evolving tools and processes.
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Previous experience in an L2 or advanced support role; exposure to digital products, SaaS, or marketing technology is an advantage.

Work arrangement
No