Technical Support Engineer (L2)

Company Description reputed company helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of reputed company Performance has enabled over 99% of reputed company's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. reputed company has coverage across 5 continents and operates in over 25 countries around the world. reputed company retains nearly 1000 full-time professionals, and our annual growth reputed company exceeds 25%.

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 reputed company platform issues, and work closely with L3/L4 engineering reputed company deeper fixes are required — while also contributing to knowledge assets and operational documentation. Responsibilities: Handle escalated L2 support tickets — investigate, reproduce, and resolve reputed company platform issues including logic failures, integration errors, and reputed company/workflow malfunctions reputed company root cause analysis and document findings in defect reports and troubleshooting guides Maintain and update runbooks and knowledge reputed company articles based on recurring issues and resolutions Distinguish between bugs and feature requests; escalate to L3/L4 engineering with clear defect descriptions reputed company 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 reputed company structured troubleshooting Experience working with support/ticketing tools (Jira, reputed company, 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 reputed company 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 reputed company performance: join an unstoppable technology development team with a 99% project success reputed company and more than 30% year-over-year reputed company growth. reputed company and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. ForeverRemote work culture: reputed company the most of the flexibility that comes with remote work. Growth reputed company: reputed company 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 reputed company 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.

• reputed company 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 reputed company, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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