Technical Support Engineer - 2
Core
Resolve customer-reported technical issues for the Observe.AI AI Agents platform, ensuring SLA compliance and driving root cause analysis.
Role type
Senior Technical Support Engineer (SaaS/AI)
Builds
Customer support resolution and platform stability for CX organizations
Domain
Customer Experience (CX) / Artificial Intelligence / SaaS
Deliverable
client delivery
Required skills
SQL, MongoDB, AWS, SaaS support, AI/ML fundamentals, log analysis, API troubleshooting, root cause analysis, Zendesk, JIRA, Confluence
Preferred skills
Python/scripting, advanced degree, cloud environment experience
Responsibilities
Front-end all customer-reported issues and own them through resolution, Review and troubleshoot issues within agreed SLAs, Manage customer expectations as primary point of contact, Proactively identify and diagnose platform issues, Escalate complex technical issues to Engineering with debugging info, Work cross-functionally with Product and Engineering, Perform log analysis and root cause analysis, Create and maintain internal knowledge base articles, Participate in on-call rotations for critical incidents
