Technical Support Engineer (L2)

Job Description

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; expedite 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

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.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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