Technical Support Engineer L2

Job Title: Technical Support Engineer
About IMerit
iMerit
is a global leader in AI data solutions, trusted by the world s most innovative companies to power
mission critical AI solutions. From autonomous mobility to medical AI, agriculture, geospatial, and
beyond, we transform unstructured data into structured intelligence at scale. Our proprietary
platforms
including AngoHub and 3DPCT combine expert human insight with advanced automation
to accelerate AI development, validation, and deployment.
About The Role
We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. The ideal
candidate will be the first point of contact for our users, providing timely and effective technical
assistance. This role involves troubleshooting and resolving issues related to hardware, software, and
network systems, ensuring a seamless experience for our customers or employees.
Key Responsibilities

• Diagnose, troubleshoot, and resolve complex technical issues reported by pharma/life sciences customers using Voice AI based solutions
• Acting as L2 support engineer, maintain and scale enterprise software products, ensuring high availability and performance
• Collaborate with Operations teams (L1 support) to validate and triage customer-reported issues
• Partner with Customer Enablement/Implementation team members, and Customer Success Managers
• Escalate to and work with engineering teams acting as L3 (Data Science, Backend, Frontend, Infra) to identify root causes and implement fixes
• Participate in client-facing daily and weekly support calls
• Debug Python code and contribute to code fixes to address customer-reported bugs
• Document troubleshooting steps and solutions for knowledge sharing and future reference,including creating documentation for L1 support.
• Participate in on-call rotations to provide timely support for critical L2 escalations
• Focus primarily on bug fixes initially, and implementing new stories and features in the future Contribute to improving team processes and initiatives related to support and issue resolution
• Become Subject Matter Experts at learning Infinitus products, features, configurations and settings
• Align with company values: Customer Obsessed; Optimistic; Disagree+Commit; Engage Employees; See, Say, Do

Minimum Requirements

• 4-6 years of hands-on engineering or support engineering experience, with demonstrated growth
• Experience in supporting and troubleshooting APIs for seamless integration of backend services
• Experience of working with LLMs, prompt engineering and RAG (retrieval augmented generation) techniques
• Experience of working with and debugging JSON payloads dynamically based on task inputs, outputs, and rules driven framework
• Experience working with healthcare customers, particularly in the pharma/life sciences industry
• Proven experience in supporting scalable, robust backend systems, acting as L2 support
• Expertise in python with a focus on backend development and debugging
• Curiosity about machine learning concepts and their impact on support requirements
• Hands-on experience with cloud services like AWS or Google Cloud in a support capacity
• Knowledge of database technologies, both SQL and NoSQL
• Ability to communicate effectively with both technical and non-technical stakeholders

Why Join Us?
At iMerit, you will work at the forefront of AI
building automation pipelines that make AI
explainable,
auditable, and ethical
. You ll shape the next generation of
auto-labeling, model customization, and
generative AI integration
for leading global enterprises. Join us to lead a world-class engineering team,

drive innovation across industries, and see your solutions deployed at scale.
Skills: technical support,technical support engineer,l2 support engineer,python debugging,api troubleshooting,json debugging,cloud support (aws / gcp),sql / nosql databases,enterprise software support,retrieval augmented generation,support engineers