Technical Support Engineer (L2) – AI Conversational Platform

About the role

Miratech is seeking a Technical Support Engineer (L2) to join the team that maintains an AI‑powered conversational platform. You will work on a Python‑based micro‑service architecture hosted on AWS, handling escalated tickets, troubleshooting complex issues, and collaborating with senior engineers.

Key responsibilities

• Investigate, reproduce and resolve L2 support tickets, including logic failures, integration errors and workflow malfunctions.
• Perform root‑cause analysis, document defects and create troubleshooting guides.
• Maintain and update runbooks and knowledge‑base articles based on recurring issues.
• Distinguish bugs from feature requests and escalate to L3/L4 engineering with clear defect descriptions.
• Support UAT test case execution and validation during platform releases.
• Assist end‑customers with platform configuration, workflow navigation and usage.
• Collaborate with business analysts and QA to document issue patterns and improve support processes.
• Participate in ticket triage, prioritisation and SLA tracking.

Required profile

• Minimum 2 years of experience in technical or application support.
• Hands‑on experience supporting SaaS platforms and using ticketing tools such as Jira or Zendesk.
• Basic Python scripting for log analysis or automation.
• Understanding of REST APIs, authentication flows and RBAC concepts.
• Familiarity with AWS monitoring tools (e.g., CloudWatch).
• Strong written and verbal English communication (B2 level).
• Experience working in Agile or structured support environments.

Required skills

• Python
• REST APIs
• AWS (CloudWatch)
• SaaS platform support
• Jira or Zendesk
• Log analysis
• Agile methodology