Technical Support Engineer - 2
Core
Troubleshoot and resolve technical issues for the Observe.AI customer experience platform, serving enterprise clients.
Role type
Senior Technical Support Engineer (SaaS)
Builds
Customer support resolution and platform stability for CX AI agents
Domain
Artificial Intelligence / Customer Experience (CX) / SaaS
Deliverable
client delivery
Required skills
SaaS support, AI/ML fundamentals, Python/scripting, Zendesk, JIRA, Confluence, SLA management, 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, troubleshoot platform issues within SLA, manage customer expectations, research workarounds, escalate and own issues end-to-end, implement tool upgrades, document solutions and SOPs
Seniority
Mid-to-Senior level (4+ years experience)