Technical Support Engineer, L2

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Culture of relentless performance • Competitive pay and benefits • ForeverRemote work culture • Growth mindset • Global impact • Welcoming multicultural environment • Social sustainability values