Technical Support & AI Engineer (Full Time, Remote)
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 Engineer (Escalation & AI)
Builds
Efficient resolution of complex integration and connectivity issues for enterprise clients
Domain
Contact Center as a Service (CCaaS) / Real-Time Guidance
Deliverable
client delivery
Required skills
complex technical troubleshooting, project management, AI tooling & prompting, networking & firewall diagnostics, log/observability tooling, case management, basic code literacy
Preferred skills
Tier-2/3 support experience, CCaaS platform familiarity
Technologies
Datadog, Salesforce Service Console, Python, JSON, HTML/CSS/JS
Responsibilities
Investigate and diagnose complex technical issues (integrations, softphones, connectivity), own multi-part enterprise escalations end-to-end, filter and package issues for Engineering, maintain technical documentation and runbooks, partner with Engineering and Implementation Managers
Seniority
Mid-Senior, hands-on IC
