Technical Support Engineer

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.