We are building a highly technical support engineering role that combines hands-on L2 operations with the development of our next-generation internal Customer Support (CS)platform. This engineer will both manage daily L2 support and architect automation-driven solutions using AWS Connect, Amazon Bedrock, and Amazon SageMaker with the objective of reducing operational load, accelerating resolution time, and elevating overall service quality.
Key responsibilitie
s1) BAU: Daily L2 ticket handling and live suppor
- tWork L2 tickets daily: technical investigations, transaction/payment status checks, reconciliation support, and structured escalations to Engineering when needed
- .Support managed operational channels (including high-touch group chats) by diagnosing issues, guiding triage, and ensuring clear next steps
- .Join technical calls and incident-driven support when required to protect SLAs and minimize backlog growth
- .Maintain clean case notes and handoffs so CS can operate consistently and so automation candidates can be identified
.2) Build: In-house CS platform and autonomous agent
- sBuild and iterate an in-house CS platform using AWS Connect as the primary contact center backbone
- .Implement autonomous L1 and L2 support agents using Amazon Bedrock and Amazon SageMaker, with safe escalation-to-human flows
- .Integrate support workflows into Viber and Telegram group chats (as operational surfaces), including escalation and handoff patterns
- .Translate BAU patterns into automation opportunities, ship improvements weekly, and track impact on ticket volumes and handling time
- .Document runbooks, workflows, and operational guardrails to ensure the platform is usable by CS and maintainable by Engineering
.
Minimum Qualificatio
- nsCan code (able to build and maintain production-grade tooling/services, not just configure SaaS
- ).Hands-on capability to build an in-house CS platform usin
- g:AWS Conne
- ctAmazon Bedro
- ckAmazon SageMak
- erAbility to integrate the above into Viber and Telegram group chats (eventually) as operational support surface
s.
Preferred Qualificati
- onsPrior experience in fintech/payments support workflows (payments, refunds, disputes, payout
- s).Experience integrating contact-center stacks with internal tools and data syste
- ms.Exposure to quality measurement for automation (containment rate, deflection, false resolution rate, and escalation quali
ty)
