Job Description

The Customer Support Platform Engineer is a coding-capable engineer who will (1) handle daily BAU L2 support work and (2) build PayMongo's next-generation in-house CS platform centered on AWS Connect and GenAI capabilities using Amazon Bedrock and Amazon SageMaker. The role exists to reduce recurring L2 handling time through automation while maintaining high reliability and high-quality human support.

Key Responsibilities

1. BAU: Daily L2 ticket handling and live support

  • Work L2 tickets daily, including technical investigations, transaction and 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 and ownership.
  • Join incident-driven support and technical calls as required to protect SLAs and minimize backlog growth.
  • Maintain clean case notes, inv...

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