Technical Support Engineer L2

Job Title: Technical Support Engineer

About IMerit

iMerit

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

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

explainable,

auditable, and ethical

auto-labeling, model customization, and

generative AI integration

drive innovation across industries, and see your solutions deployed at scale.