Customer Support - L1/L2 Full Stack

Job Title

At Quest Global, it's not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place—to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.

Key Responsibilities

1. Monitor, log and triage incidents and service requests related to warehouse and intralogistics platforms.
2. Perform L1 troubleshooting using runbooks, knowledge base and standard operating procedures.
3. Handle L2-level analysis including log review, configuration validation, data checks and functional verification.
4. Resolve functional and environment issues within defined SLAs and escalate complex defects to L3/engineering teams.
5. Coordinate with Dev, QA and DevOps teams for faster incident diagnosis and resolution.
6. Communicate incident status, impact, and resolution updates clearly to customers and stakeholders.
7. Prepare incident summaries, RCA inputs, and recurring issue reports.
8. Support release validations, patch verifications, and post-deployment checks.

We are known for our extraordinary people who make the impossible possible every day. Questians are driven by hunger, humility, and aspiration. We believe that our company culture is the key to our ability to make a true difference in every industry we reach. Our teams regularly invest time and dedicated effort into internal culture work, ensuring that all voices are heard.

We wholeheartedly believe in the diversity of thought that comes with fostering a culture rooted in respect, where everyone belongs, is valued, and feels inspired to share their ideas. We know embracing our unique differences makes us better, and that solving the worlds hardest engineering problems requires diverse ideas, perspectives, and backgrounds. We shine the brightest when we tap into the many dimensions that thrive across over 21,000 difference-makers in our workplace.

Required Skills & Experience

• 4–7 years of experience in L1/L2 application or production support roles.
• Hands-on experience in incident management, ticketing tools and SLA-driven support environments.
• Ability to analyze logs, database records, and configuration settings for issue diagnosis.
• Basic to good knowledge of databases and SQL queries.
• Good understanding of application architecture and web/API-based systems.
• Strong communication and customer-handling skills.
• Mandatory: Warehouse or Intralogistics domain experience.
• Experience supporting WMS/WES/WCS or warehouse automation platforms is highly desirable.
• Willingness to work in shifts and high-availability support models.