Technical Support Engineer - 1
Core
Troubleshoot and resolve customer-reported issues for the Observe.AI AI Agents platform, ensuring SLA compliance and driving end-to-end resolution.
Role type
Technical Support Engineer
Builds
Customer service resolution and platform stability for CX organizations
Domain
AI Agents / Customer Experience (CX) / SaaS
Deliverable
client delivery
Required skills
SaaS support experience, AI and machine learning understanding, Python/scripting, Zendesk/JIRA/Confluence proficiency, technical troubleshooting, documentation
Preferred skills
Advanced degree in technical field, experience with AI/ML tools
Technologies
Observe.AI, Zendesk, JIRA, Confluence, Python
Responsibilities
Front-end all customer-reported issues, Review, identify, and help troubleshoot issues reported by customers within agreed SLA, Manage customer expectations and be the point of contact for all customer service issues, Proactively identify, diagnose, analyze, and troubleshoot issues on the Observe.AI platform, Research alternative solutions or workarounds, Appropriately escalate issues internally and own them end-to-end till resolution, Document the issues and solutions and contribute to the knowledge base by recording internal and customer-facing videos
Seniority
Entry-level (1+ years experience)