Technical Support Engineer - 3
Core
Own the triage, investigation, troubleshooting, and resolution of complex customer issues for the Observe.AI AI Agents platform, ensuring SLA adherence and driving issues to resolution.
Role type
Senior Technical Support Engineer (AI Platform)
Builds
Customer support operations and resolution for AI agents handling customer conversations
Domain
B2B SaaS / Customer Experience (CX) / Artificial Intelligence
Deliverable
client delivery
Required skills
SQL, REST APIs, cloud environments, debugging, incident response, RCA, documentation, process improvement
Preferred skills
Python, AWS, AI/ML, conversational AI, chatbots, Agentic AI, Jira, Zendesk
Technologies
Observe.AI, Voice AI, Chat AI, Companion, Agentic AI, AWS, Jira, Zendesk, DevRev
Responsibilities
Manage technical support cases and escalations; diagnose platform issues using logs and SQL; collaborate with Engineering and Product teams; create and maintain technical documentation; participate in on-call rotations and incident response; identify opportunities for process improvement.
Seniority
Senior, hands-on IC
