Technical Support Engineer - 2
About the role
About Us
Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.
Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.
Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.
Why Join Us
At Observe, 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 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
- 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
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.
- 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.
Perks & Benefits
- Comprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits
- 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 to support continuous professional growth
- Rewards and recognition programs designed to encourage and celebrate high performance
- Regular team and culture-building events across the organization
- Flexible benefits for tax optimisation, including meal cards, provident fund, and other options
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. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
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, historically marginalized or underrepresented groups are strongly encouraged to apply.
If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.
