Technical Support Engineer (L2)
Miratech
$0-$0 / yr
Salary
argentina
Region
ASAP
Start Date
About Miratech
Miratech 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 Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
About this Role.
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 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
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 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