Technical Support Engineer (L2)

Miratech

13h • Remote

About The Position

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.

Requirements

• 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 Haves

• 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

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

Benefits

• health insurance
• language courses
• relocation program
• professional development opportunities
• certification programs
• mentorship and talent investment programs
• internal mobility
• internship opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed