Technical Support Engineer - I at Observe.AI

Location: Bangalore, India
Job Type: Full-time

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About Us

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., bringing our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

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The Opportunity

As a key member of our team, this role is technically savvy, highly organized, and requires somebody with excellent soft skills. You will be accountable for managing the daily ticket inflow and owning them till closure. This includes reviewing, debugging the reported issue, and ensuring complete ownership even if it requires escalations/discussions with cross-team members within OAI.

You will also assist with pre-release testing and documentation of our application as and when needed, along with the delivery of customer-facing training materials. This role offers true career development potential for the right candidate. You will be well-rewarded for your success with a good salary, plus many of the perks you would expect in a bigger business.

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What You Will Do as a Technical Support Engineer

• Front-end all customer-reported issues.
• Review, identify, and help troubleshoot issues reported by the customers within the agreed SLA.
• Manage customer expectations and be the point of contact for all customer service issues.
• Proactively identify, diagnose, analyze, and troubleshoot the issues on the Observe.AI platform.
• Research alternative solutions or workarounds.
• Appropriately escalate issues internally and own them end-to-end till resolution.
• Implement regular upgrades to the tools and proactively monitor the platform.
• Document the issues and solutions and contribute to the knowledge base by recording internal and customer-facing videos (e.g., help write SOPs, service notes, and troubleshooting documents).
• Learn new features, technologies, and become an SME of the platform.

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Who You Are

• Bachelor’s degree required with a major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.
• 2+ years’ experience in a similar role.
• Solid technical background, with a demonstrable understanding of AI and machine learning.
• SaaS experience is essential.
• Python/scripting experience is an added advantage.
• Should have worked on tools like Zendesk, Confluence, JIRA, etc.
• Should be willing to work in shifts, if needed (EMEA and US EST).
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills in English.

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Compensation, Benefits, and Perks

• Excellent medical insurance options and free online doctor consultations.
• Yearly privilege and sick leaves as per Karnataka S&E Act.
• Generous holidays (National and Festive), recognition, and parental leave policies.
• Learning & Development fund to support your continuous learning journey and professional development.
• Fun events to build culture across the organization.
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.).

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Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe.AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds and historically marginalized or underrepresented groups are strongly encouraged to apply.

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Tags:

#TechnicalSupport #Engineer #SaaS #AI #MachineLearning #Python #Zendesk #JIRA #Confluence #BangaloreJobs #ObserveAI #TechCareers