Technical Support Engineer (L2)
Remote · Kyiv, Kyiv City, Ukraine
Job Summary
Technical Support Engineer (L2) to join a team supporting an AI-powered conversational platform. The role involves handling escalated L2 tickets, investigating and resolving complex platform issues, performing root cause analysis, and updating runbooks and knowledge base articles. You'll distinguish between bugs and feature requests, support UAT during releases, assist customers with platform configuration, and collaborate with BA and QA to improve support workflows. Requires 2+ years of SaaS support experience, basic Python scripting, familiarity with REST APIs and RBAC, experience with Jira/Zendesk, AWS CloudWatch, and strong English communication in an Agile environment. Nice-to-have: exposure to AI/LLM, voice agents, or telephony support. The role emphasizes remote-work culture with a Kyiv, Ukraine location as part of the team, and offers a relocation program.
Required 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 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
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