Location: Baner, Pune
Employment Type: Full-Time
Shift: EST to PST
About the Role
We are seeking a Technical Support Engineer (L2) to provide second-level functional and technical support for NetSuite ERP. This role focuses on troubleshooting complex business process issues, supporting NetSuite configurations, workflows, reporting, and integrations while ensuring high-quality service delivery for global clients.
Key Responsibilities
- Handle L2 incidents and complex service requests.
- Troubleshoot and resolve advanced functional issues within SLA.
- Configure and maintain NetSuite modules including Financials, O2C, and P2P.
- Configure forms, fields, records, workflows using SuiteBuilder and SuiteFlow.
- Create and maintain advanced Saved Searches, reports, and dashboards.
- Support CSV imports, data corrections, and validation activities.
- Troubleshoot integration issues involving REST/SOAP APIs and middleware platforms.
- Perform root cause analysis and recommend preventive solutions.
- Support monthly and year-end financial business processes.
- Assist during production deployments and release validation.
- Mentor L1 engineers and contribute to the knowledge base.
- Coordinate with US clients and internal teams during overlapping business hours.
- Follow ITIL Incident, Problem, Change, and Request Management processes.
Technical Skills
- SuiteBuilder
- SuiteFlow
- Advanced Saved Searches
- SuiteAnalytics & Reports
- CSV Import
- REST/SOAP API troubleshooting
- Basic SuiteScript understanding
- Ticketing tools (Jira, ServiceNow, Azure DevOps)
Functional Knowledge
- Financial Management
- Order-to-Cash (O2C)
- Procure-to-Pay (P2P)
- Inventory & Warehouse Management
- CRM
- OneWorld (Basic)
Preferred Qualifications
- Bachelor's degree in Computer Science, IT, Engineering, or related field.
- 2–4 years of ERP/Application Support experience.
- Minimum 2 years of hands-on NetSuite support experience.
- NetSuite SuiteFoundation Certification (Preferred).
- ITIL Foundation Certification (Preferred).
- Exposure to REST/SOAP integrations and SuiteScript.
Soft Skills
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management.
- Ability to work independently in a fast-paced support environment.
- Customer-centric approach.