Customer Support Platform Engineer

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...