L2 Support Engineer for SaaS Issues

I'm currently encountering technical difficulties with a SaaS platform that require immediate assistance. The main issues pertain to user authentication and third-party integrations.

What I Need
- An experienced Support Engineer with a strong background in L2 Technical Support, particularly with SaaS platforms.
- Expertise in incident management, root cause analysis, and customer support.
- Proficiency in handling application-related issues, with a focus on user authentication and third-party integrations.
- Skills in using ticket management and customer support platforms like ServiceNow, Jira, Freshdesk, and Zendesk.
- Ability to manage SLA-based tickets and provide accurate reporting.
- Experience with log analysis tools such as Splunk, ELK, and CloudWatch.

Ideal Candidate
- Quick turnaround and accurate problem-solving skills.
- Professional handling of client interactions.
- Flexible availability across time zones (APAC, EMEA, US).
- Proactive and detail-oriented approach.
- Strong documentation skills for handover or audits.

Your expertise and prompt assistance can help mitigate the impact of these issues on our operations. Thank you for your consideration.