Technical Support Engineer

About Observe.AI

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.

Why Join Observe.AI

At Observe.AI, you’ll play a critical role in delivering an exceptional customer and product experience. This position offers the opportunity to work at the intersection of technology, problem-solving, and customer impact, owning issues end-to-end and collaborating closely with cross-functional teams to drive resolution. You’ll gain hands-on exposure to real-world technical challenges, contribute to pre-release testing and product quality, and help shape customer-facing documentation and training materials. Beyond the day-to-day work, this role offers strong career growth, meaningful ownership, and the chance to grow alongside a fast-scaling organization backed by competitive compensation and benefits typically found in larger, established companies.

What You'll Be Doing 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. For example, help write SOPs, service notes, and troubleshooting documents.
• Learn new features, technologies, and become an SME of the platform.

What You'll Bring to the Role

• Bachelor’s degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.
• 1+ 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.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills in English.

Perks & Benefits

• 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.).

Key skills/competency

• Customer Support
• Technical Troubleshooting
• SaaS Platform
• AI and Machine Learning
• Zendesk
• JIRA
• Confluence
• Python Scripting
• Communication Skills
• Problem Solving