Technical Support Engineer (L2)

Job Description

We are looking for a Technical Support Engineer (L2) to join a team supporting an AI-powered conversational platform. The solution combines Python-based backend microservices running on AWS, a modern web application, and real-time voice technologies to deliver intelligent customer interactions. You will handle escalated support tickets from L1, troubleshoot complex platform issues, and work closely with L3/L4 engineering when deeper fixes are required — while also contributing to knowledge assets and operational documentation.

Responsibilities:

• Handle escalated L2 support tickets — investigate, reproduce, and resolve complex platform issues including logic failures, integration errors, and prompt/workflow malfunctions
• Perform root cause analysis and document findings in defect reports and troubleshooting guides
• Maintain and update runbooks and knowledge base articles based on recurring issues and resolutions
• Distinguish between bugs and feature requests; escalate to L3/L4 engineering with clear defect descriptions when required
• Support UAT test case execution and validation during platform releases and template updates
• Assist end-customers with platform configuration, workflow navigation, and usage
• Collaborate with BA and QA contributors to document issue patterns and improve support workflows
• Participate in ticket triage, prioritization, and SLA tracking

Qualifications

• 2+ years of experience in technical support, application support, or a similar role
• Hands-on experience with SaaS platform support, including ticket triage and escalation workflows
• Basic Python scripting for log analysis or automation
• Basic understanding of REST APIs, authentication flows, and RBAC concepts
• Familiarity with AWS CloudWatch or similar monitoring tools
• Ability to read logs, identify errors, and perform structured troubleshooting
• Experience working with support/ticketing tools (Jira, Zendesk, or similar)
• Strong written and verbal English communication skills (B2); ability to write clear defect reports and runbook entries
• Experience working in Agile or structured support environments

Nice to have:

• Exposure to AI/LLM, voice agents, or conversational platforms
• Background in contact center, IVR, or telephony support
• Experience with low-code/no-code platform configuration

Additional Information

We offer

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• ForeverRemote work culture: make the most of the flexibility that comes with remote work. 
• Growth mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities. 
• Global impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming multicultural environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social sustainability values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.