Technical Support Engineer (L2) (AI)

TL;DR

Technical Support Engineer (L2) (AI/SaaS): Supporting an AI-powered conversational platform by resolving escalated technical issues and troubleshooting Python-based microservices on AWS with an accent on root cause analysis and operational documentation. Focus on investigating logic failures, optimizing support workflows, and collaborating with L3/L4 engineering to resolve complex platform bugs.

Location: Remote (Kyiv, Ukraine)

Company

Global IT services and consulting company helping enterprises with digital transformation through a blend of enterprise and start-up innovation.

What you will do

• Handle escalated L2 support tickets, investigating and resolving logic failures and integration errors.
• Perform root cause analysis (RCA) and document findings in defect reports and troubleshooting guides.
• Maintain and update runbooks and knowledge base articles for recurring issues.
• Distinguish between bugs and feature requests, escalating to L3/L4 engineering with clear documentation.
• Support UAT test case execution and validation during platform releases.
• Collaborate with BA and QA teams to improve support workflows and track SLAs.

Requirements

• 2+ years of experience in technical or application support.
• Hands-on experience with SaaS platform support and ticket triage workflows.
• Basic Python scripting for log analysis and automation.
• Understanding of REST APIs, authentication flows, and RBAC concepts.
• Familiarity with AWS CloudWatch or similar monitoring tools.
• English: B2 proficiency required for writing defect reports and runbooks.

Nice to have

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

Culture & Benefits

• ForeverRemote work culture providing high flexibility.
• Comprehensive compensation package including health insurance and language courses.
• Professional development opportunities, certification programs, and mentorship.
• Inclusive, multicultural environment with regular team-building events.
• Availability of a relocation program.