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 i...