L2 Support Engineer
Core
Escalate L1 support tickets, troubleshoot complex technical issues, and monitor the Cisco AI Tutor platform on AWS.
Role type
L2 Support Engineer (SaaS/EdTech)
Builds
Cisco AI Tutor platform support and stability
Domain
EdTech / SaaS / Cloud Support
Deliverable
client delivery
Required skills
AWS Cloud services, Python scripting, API troubleshooting, SQL queries, ticketing systems (Freshservice/ServiceNow/Jira), root cause analysis, knowledge base creation
Preferred skills
Conversational AI/chatbot platforms, monitoring tools and logs analysis, B2B SaaS enterprise client support
Technologies
AWS, CloudWatch, Python, SQL, Freshservice, ServiceNow, Jira
Responsibilities
Handle escalations from L1 support, troubleshoot platform configurations and API integrations, monitor AWS dashboards for proactive issue detection, collaborate with Engineering/Product to resolve bugs, create and maintain knowledge base articles, analyze ticket trends for automation opportunities, mentor L1 support team members
Seniority
Mid-level (1–3 years experience)
