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
- 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
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 : re