• Company: Leading IT Firm in Sri Lanka

• Work Arrangement: 100% Fully Remote (Work from anywhere in Sri Lanka)

• Shift Schedule: US Timezone / Fixed Night Shifts

• Primary Focus: US-Based Enterprise Customer Base

Position Overview

On behalf of a premier, fast-growing IT Firm in Sri Lanka, ITJobs.lk is seeking exceptional, highly articulate Customer Support Engineers (L1 & L2). In this pivotal technical role, you will work directly with US-based enterprise customers, serving as the primary engineering point of contact to resolve Tier 1 and Tier 2 technical queries, isolate infrastructure issues, and deliver an unparalleled cloud product support experience.

This role requires individuals with professional, flawless English communication skills, a high technical aptitude for application troubleshooting, and a dedicated commitment to working in complete alignment with US business hours.

Key Responsibilities

L1 Technical Operations:

• Respond to incoming US enterprise customer inquiries via phone, email, and live chat channels in a timely, highly professional manner.

• Triaging, prioritizing, and categorizing incoming technical incidents within corporate ticketing systems.

• Maintain comprehensive, meticulous records of customer interactions, configurations, and resolutions within the CRM ecosystem.

• Guide users seamlessly through basic product onboarding, initial feature setup, and technical best practices.

L2 Technical Operations:

• Deep-dive, diagnose, and troubleshoot complex Tier 2 customer incidents, providing clear solutions or compiling detailed technical reproduction steps for tier-3 engineering teams.

• Isolate recurring system bugs, identify patterns, and provide structured, technical feedback to product development, DevOps, and QA teams.

• Readily manage internal knowledge base documentation, authoring technical internal articles, FAQs, and support workflows.

• Consistently meet or exceed stringent operational performance metrics, including First Response Time (FRT), Mean Time to Resolution (MTTR), and Customer Satisfaction (CSAT) scores.

Required Qualifications & Experience

• Education: Higher National Diploma (HND) or a Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, or a closely related computing field.

• Experience: 1–3 years of hands-on experience in technical support engineering, L1/L2 application support, or a related international SaaS helpdesk environment.

• Communication: Exceptional verbal and written English communication skills with a neutral accent and global corporate vocabulary tailored for US business executives.

• Shift Flexibility: Absolute readiness to work regular night shifts matching US time zones.

• Technical Proficiency: Hands-on experience navigating enterprise CRM/Ticketing systems (e.g., Salesforce, Zendesk, Jira Service Desk, HubSpot) alongside standard computer networking and browser diagnostic tools.

• Sharp analytical problem-solving abilities, multi-tasking skills, and an empathetic, customer-first mindset.

Preferred Qualifications

• Prior operational exposure within high-growth SaaS, e-commerce infrastructure, cloud hosting, or fintech industries.

• Strong technical aptitude for analyzing software logs, reviewing APIs, or identifying system integration errors.

• Practical understanding of fundamental cloud concepts (AWS, Azure, or GCP).

Key Skills Matrix

• Technical Communication: Clear, precise verbal and written interaction explaining complex technology concepts simply.

• L2 Triage & Resolution: Efficiently isolating backend bugs, checking service health, and deploying effective workarounds.

• Queue Management: Handling multiple high-priority incident tickets or concurrent enterprise chats efficiently in a fast-paced queue.

• De-escalation Excellence: Safely stabilizing frustrated or upset enterprise customers with highly professional tact.

How to Apply

If you are a tech-savvy professional looking to build a career dealing with international global clients, apply directly via our website or email your CV to hello@itjobs.lk with the subject line “Customer Support Engineer (L1 & L2) – US Shift”.