Technical Support Engineer - 2 (AI)

Location: Bengaluru, India

Company

ObserveAI provides an AI Agents platform for customer experience that helps organizations automate customer service, support frontline teams, and optimize operations.

What you will do

• Own customer-reported technical issues from initial triage through resolution while managing expectations and SLAs.
• Diagnose and troubleshoot issues across the ObserveAI platform, including log analysis, API troubleshooting, and root cause analysis.
• Escalate complex issues to Engineering with debugging information and impact analysis.
• Collaborate with Product, Engineering, and Customer Success to drive issue resolution.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Participate in on-call rotations and support critical customer incidents.

Requirements

• Bachelor’s degree required; a technical major is preferred.
• 4+ years of experience in a similar technical support role.
• Working knowledge of SQL and MongoDB.
• Technical understanding of AI and machine learning, with essential SaaS experience.
• Experience with customer support tools such as Zendesk, Confluence, and Jira.
• Excellent client-facing, internal, written, and verbal communication skills in English.

Nice to have

• Experience with AWS and cloud-based environments.
• Python or scripting experience.
• An advanced degree in a technical field.

Culture & Benefits

• Medical insurance for employees and families, including online doctor consultations and wellness benefits.
• Accidental insurance and group term life insurance.
• Statutory privilege and sick leave, national and festive holidays, and parental leave.
• Annual Learning & Development allowance.
• Rewards and recognition programs, team events, and flexible tax-optimisation benefits.