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L2 Support Engineer - Product Development Team

L2 Support Engineer

Help us shape the future.  Elevate is changing the way legal support services are delivered and we are looking for creative, innovative people who can help. If you are a client-focused professional who wants your ideas to make a difference, Elevate's team of highly regarded legal service experts could be the right fit for you.

Elevate is a next generation global legal service provider that ranked 53rd on the Inc. 5000 in 2016, a prestigious annual ranking of the fastest growing private companies. We help law firms and corporate legal departments with practical ways to improve efficiency, quality and outcomes.

At Elevate we live our core values.

  • We deliver - We are careful about the commitments we make to our customers and to each other. We do what we say we will.
  • We Innovate - We celebrate creativity. We challenge the status quo and continuously ask of ourselves, and each other how can we improve.
  • We care - We listen to our customers’ needs and help them solve their business problems. Our work is a positive influence on our personal lives and the lives of our families.

The legal industry is changing and Elevate’s team are already some of the most respected leaders in the sector as we continue to deliver cutting edge products and services in support of our clients. Elevate’s client and leading Investment Bank is currently undergoing significant change across its legal and compliance support functions as they react to the changing regulatory landscape. To support this change, Elevate is setting up a new compliance function which will serve as this client’s Communications Surveillance hub.

As a Customer Support Engineer at Elevate, you will provide professional L2 services to Elevate Software products. You will be expected to deliver very high level of customer service as well as technical expertise in order to ensure that all requests are resolved in a timely and friendly manner.

You might be the right person if you:

  • Are passionate about technology and resolving customer issues
  • Have strong administrative skills and willing to work in a 24/7 environment
  • Want to work directly with the technology team
  • Are eager to work in a fast-paced dynamic environment for a quickly growing company
  • Are looking for high visibility and unlimited growth potential

Specifically you will:

  • Act as an initial point of contact for all Product support requests
  • Provides support via phone, chat and email
  • Manage customer support issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Respond, log and update Product support requests to logging system (Zendesk)
  • Respond to and resolve queries in a pleasant, helpful and professional manner
  • Remain accountable for timely and effective resolution of issues
  • Escalate L3 Technical issues to Development team Support
  • Maintenance and support of Cael Product Suite, developed using Microsoft and LAMP technology stack General
  • Documentation of Product functionalities wherever required
  • Other duties as directed by the Support Engineer


  • 5 years of L2 support experience on software products
  • Support experience with SAAS products built using Microsoft and LAMP technology stack

Skills for Success:

  • Strong verbal and written communication skills
  • Fluent in English (Written and Verbal)
  • Passion for Client Experience
  • Action oriented with strong organizational, analytical and problem solving skills.
  • Highly adaptable, fast learner, able to work with little direction and own customer issues.
  • Enthusiastic “can do” customer service driven attitude
  • Excellent planning and documentation skills
  • Ability to identify a critical problem and escalate it to the right contact
  • Able to work with minimal supervision
  • Can quickly learn new systems, processes and software
  • Strong attention to detail, analytical and conceptual thinker
  • Dependable, motivated, self-starter, with the ability to work independently

Technical Skills:

  • C# , ASP.NET, PHP
  • SQL Server, MySQL
  • Windows Server, Linux
  • Azure, AWS Cloud services


  • Graduate or equivalent experience


  • Gurgaon
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