L2 Technical Support Analyst

About the role

Delta Capita’s product organisation seeks a technically strong L2 Technical Support Analyst to bridge L1 support and L3 engineering for the inSPire platform. The role dives deep into platform architecture, investigates complex data and API issues, and manages defect tickets and change coordination. Based in Pune with a hybrid model (3 days onsite, 2 days remote), the analyst collaborates closely with Business Analysts, Product Managers, and the testing automation team to ensure client‑ready environments and timely issue resolution.

What you’ll do

• Investigate and resolve complex escalations from L1
• Translate client issues into actionable defect tickets
• Coordinate CAB approvals and deployment timelines
• Perform API traffic and codebase forensics
• Maintain daily health checks for demo environments
• Communicate status updates to stakeholders
• Test resolved tickets for validation
• Collaborate with product and engineering teams

What you’ll bring

• 5+ years technical support or software engineering
• Strong SQL and relational database skills
• Experience with TypeScript/JavaScript and Python
• Proficiency in browser dev tools and API monitoring
• Agile/DevOps experience with Jira and change management
• Excellent communication for non‑technical stakeholders
• Ability to manage multiple escalations
• Ownership mindset

Skills