Technical Support & AI Engineer
Core
Primary escalation point for complex, multi-part customer issues in contact center technology, acting as a buffer between Support and Engineering.
Role type
Senior Technical Support & AI Engineer (Escalation)
Builds
Efficient implementation and product engagement for enterprise clients in the contact center space.
Domain
Contact Center as a Service (CCaaS), Real-Time Guidance, SaaS.
Deliverable
client delivery
Required skills
Complex technical troubleshooting, project management, networking/firewalls/VPNs, softphone/CCaaS integrations, log/observability tooling, basic code literacy (Python, JSON, HTML/CSS/JS), AI tooling and prompting, technical documentation.
Preferred skills
Tier-2/Tier-3 support experience, SaaS or contact-center environment background, familiarity with CCaaS platforms.
Responsibilities
Investigate and diagnose complex technical issues (integration failures, connector problems), own multi-part enterprise escalations end-to-end, filter and package issues for Engineering, troubleshoot networking/connectivity questions, maintain technical documentation and runbooks, partner with Engineering and Implementation Managers.
Seniority
Mid-level (2-3 years experience), hands-on IC with project management ownership.
