Product Support Engineer (L2)

Product Support Engineer (L2)
About WizCommerce

Wholesale distribution is a $10T+ industry — and most of it still runs on fax, spreadsheets, and legacy ERPs. We're here to change that.

WizCommerce is the AI Operating System for B2B Trade. We build AI-native commerce solutions that sit on top of the ERPs distributors already use — no rip and replace, no 12-month implementations. Just real transformation, fast.

Our platform combines an AI-native CRM, B2B website builder, embedded finance, and AI co-workers (order entry, quoting, content) into one unified system built for how wholesale actually works.

The results speak for themselves:

• 180% Net Revenue Retention

• 4X YoY ARR growth

• 400% growth in customers with >$50K ACV

• 95% implementation success rate (vs. an industry average of 30%)

We serve 150+ customers across North America — from Jaipur Living to Loloi — and we're a fast-growing team backed by Peak XV Partners, Blume Ventures, Alpha Wave Global, and others.

If you want to build category-defining software in a massive, underserved industry — with a team that has genuinely lived the problem — WizCommerce is the place to be.

The Role

We are looking for a proactive and technically skilled L2 Support Engineer with 3–6 years of experience to join our support team. The ideal candidate should be comfortable analyzing technical issues, understanding application behavior, and working closely with engineering teams to ensure faster resolution of customer-impacting problems. This role requires strong troubleshooting abilities, exposure to APIs and integrations, and hands-on experience with GCP logs to identify root causes efficiently. The candidate should also be comfortable working in US business hours to support global customers. 

• Investigate, troubleshoot, and resolve complex technical issues escalated from the L1 Support team.

• Analyze application logs to identify errors, system behavior, and performance bottlenecks.

• Diagnose and resolve API failures, integration issues, and production incidents across distributed systems.

• Collaborate closely with Engineering and Product teams to drive timely issue resolution.

• Communicate proactively with customers by providing clear, structured, and timely updates on issue status and resolution.

• Perform root cause analysis and document findings, workarounds, and permanent fixes.

• Create and maintain internal knowledge base articles and troubleshooting documentation.

• Identify recurring issues, recommend process improvements, and drive automation opportunities to improve support efficiency

• 3–6 years of experience in Technical Support, Application Support, or Production Support.

• Ability to read, understand, and analyze application code to assist in troubleshooting and debugging (Java, Python, Node.js, or similar technologies).

• Hands-on experience working with GCP Logs Explorer or other cloud-based logging and monitoring platforms.

• Strong understanding of REST APIs, API debugging, and system integrations.

• Demonstrated ability to independently troubleshoot complex technical issues and perform root cause analysis (RCA).

• Excellent written and verbal communication skills, with the ability to explain technical issues, business impact, and resolutions clearly to both customers and internal stakeholders.

• Comfortable working in the US shift (India night shift).

• Ability to manage high-priority incidents with a strong sense of ownership, urgency, and accountability.

• Experience supporting SaaS products or product-based organizations.

• Working knowledge of SQL and the ability to write basic database queries for troubleshooting.

• Experience using Jira or similar ticketing and incident management tools.

• Understanding of microservices architecture and distributed systems.

What we are looking for 

• Strong analytical and problem-solving skills.

• Ownership mindset with a proactive approach to resolving issues.

• Customer-first attitude with excellent stakeholder management skills.

• Ability to perform effectively in a fast-paced, high-volume support environment.

• High attention to detail and strong organizational skills.

• Ability to prioritize multiple issues while maintaining quality and responsiveness.

• A collaborative team player who works effectively across Support, Engineering, and Product teams.

Location: Bengaluru 

Learn more: wizcommerce.com