Start your career where innovation meets real impact.
Sapiens Accelerate is our global Early Careers Programme, designed for graduates with up to 18 months of experience, who are ready to learn, contribute, and shape the future of insurance. From day one, you'll work on meaningful projects, collaborate with experts across the business, build practical AI skills, and develop the capabilities needed to thrive in a global technology company.
Role purpose:
The L2 Support Engineer handles escalated, complex, and technically demanding issues that go beyond L0 scope, including data-related, AI coding, configuration, integration, and -behaviour problems specific to our AIP product. As L3/engineering is not part of this organisation, the L2 role also acts as the technical bridge to the FDE’s. Additionally working with, product/engineering/cloud team when a defect or product limitation is confirmed and owns the resolution process end-to-end from a support perspective.
Experience:
• 0–18 months technical support, application support, or a related engineering-adjacent role
Skills & Competencies:
• Strong analytical and root-cause troubleshooting skills
• Demonstrated knowledge to enable troubleshooting Python, TypeScript, Java, and modern AI/LLM frameworks (e.g., LangChain).
• Knowledge of Cloud platforms (AWS, Azure), Kubernetes, containerization, SQL/vector databases, and REST APIs.
• Experience with ticketing and monitoring tools (Zendesk/Jira, log aggregators such as ELK/Splunk/Datadog, APM tools)
• Basic understanding of REST APIs, integrations, and system architecture
• Ability to explain technical issues clearly to both technical and non-technical audiences
• Strong ownership mentality — able to drive an issue to resolution without L3 backup
• Ability to support development of L0 AI agents with creation of knowledge and other artifacts
• Comfortable working with sensitive/regulated data and following change control processes
• Working with AI Agents as part of support team
Education:
• Bachelor of Science (BSc) or Master of Science (MSc)
• Computer Engineering, Computer Science, Data Science / Analytics, Software Engineering, AI
• Other highly quantitative or STEM fields (e.g., Mathematics, Physics, or Management Information Systems),
Language:
• Fluent in English
Success metrics (KPIs):
• Escalated ticket resolution time within SLA
• Root-cause identification rate (vs. workaround-only resolutions)
• Quality and speed of engineering handover documentation for confirmed defects
• Reduction in repeat/recurring escalations
• CSAT on escalated/complex cases
• L0 knowledge base contribution impact
• AI Usage
L2 Support Engineer (AI) employer: Sapiens
Sapiens is an exceptional employer, offering a dynamic work environment in London or Cardiff that fosters innovation and collaboration. With a strong focus on employee growth, Sapiens provides opportunities for professional development in cutting-edge insurance solutions, while promoting a culture of accountability and client-centric outcomes. The hybrid working model enhances work-life balance, making it an attractive choice for those seeking meaningful and rewarding employment.
