Technical Support Engineer - 2 New

Role Overview

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. As a Technical Support Engineer, you will play a critical role in delivering an exceptional customer and product experience, owning issues end-to-end and collaborating closely with cross-functional teams to drive resolution.

Responsibilities

• Front-end all customer-reported issues and own them through resolution.
• Review, identify, troubleshoot, and resolve issues reported by customers within agreed SLAs.
• Manage customer expectations and serve as the primary point of contact for technical support issues.
• Proactively identify, diagnose, analyze, and troubleshoot issues on the Observe.AI platform.
• Escalate complex technical issues to Engineering with appropriate debugging information and impact analysis.
• Work cross-functionally with Product, Engineering, and Customer Success teams to drive issue resolution.
• Perform log analysis, API troubleshooting, and root cause analysis for customer issues.
• Create and maintain internal knowledge base articles and troubleshooting documentation.
• Continuously improve support processes and contribute to operational excellence.
• Participate in on-call rotations and provide support during critical customer incidents as required.

Requirements

• Bachelor’s degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.
• 4+ years’ experience in a similar role.
• Working knowledge of SQL and MongoDB is required.
• Experience working with AWS and cloud-based environments is preferred.
• 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.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills in English.

Skills

• SQL
• MongoDB
• AWS
• Python
• SaaS

Perks & Benefits

• Comprehensive medical insurance coverage for self and family.
• Accidental insurance and group term life insurance coverage.
• Privilege and sick leave in line with applicable statutory norms.
• Generous national and festive holidays, along with well-defined parental leave policies.
• Annual Learning & Development allowance.
• Rewards and recognition programs.
• Regular team and culture-building events.
• Flexible benefits for tax optimisation.