L2 Technical Support Analyst - Retalix POS

Company Description Blupace Tech is a global technology partner focused on intelligent digital transformation and innovation, supporting enterprises for over 20 years. With operations across more than 10 countries and annual global revenue of over $42 million, the company delivers scalable, secure, and experience-driven solutions. Its 1200+ cross-functional experts serve industries such as Telecom, BFSI, Retail, Oil & Gas, Life Sciences, and Travel & Hospitality. Blupace Tech specializes in areas including AI and intelligent automation, end-user services and support, cloud and infrastructure, cybersecurity, applications, data and analytics, and IT strategy. A strong customer-first culture, 98% customer satisfaction, and 97% client retention reflect its focus on delivery excellence and continuous innovation.

Role Description The L2 Technical Support Analyst is a full-time, on-site role based in Bengaluru South. In this position, the analyst will handle escalated technical issues from L1 support, perform in-depth troubleshooting, and resolve complex incidents across systems, applications, and infrastructure. The role includes diagnosing root causes, documenting solutions, and collaborating with engineering and L3 teams to prevent recurring problems. The analyst will interact directly with customers and internal stakeholders to ensure timely resolution, maintain high customer satisfaction, and adhere to service level agreements. Daily responsibilities also involve updating tickets, creating knowledge base articles, and contributing to continuous improvement of support processes and user experience.

Qualifications

• Candidates should possess strong Analytical Skills and problem-solving abilities to investigate, diagnose, and resolve complex technical issues.
• Retalix Experience is mandatory
• Candidates should possess solid Technical Support experience, including handling L2 escalations, working with ticketing systems, and supporting enterprise IT environments.
• Candidates should possess effective Customer Support and Customer Satisfaction skills, with a focus on clear communication, empathy, and professional stakeholder management.
• Candidates should possess advanced Troubleshooting skills across operating systems, networks, applications, and end-user devices.
• Relevant experience with IT service management frameworks (e.g., ITIL), incident and change management processes, and SLA-driven operations is beneficial.
• A degree or diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred.
• Familiarity with enterprise tools such as remote support solutions, monitoring platforms, and collaboration tools is advantageous.
• Ability to work on-site in Bengaluru South, manage shifting priorities, and collaborate effectively with cross-functional teams.