Technical Support Engineer

Responsibilities

• Perform ticket triage and root-cause analysis using transcripts, call logs, and system metadata.
• Implement prompt fixes by writing and testing agent instructions to resolve behavioral issues.
• Conduct SQL-driven investigations using BigQuery or Metabase to validate hypotheses.
• Debug APIs and webhooks, including tracing failed deliveries and malformed payloads.
• Provide evidence-backed escalations to engineers and PMs with documented reproduction steps.
• Build and maintain the internal knowledge base by documenting new failure modes.

Requirements

• Ability to reason through technical problems from first principles rather than relying on scripts.
• Proficiency in reading logs, transcripts, and structured data to form technical hypotheses.
• Basic SQL skills for querying data independently.
• Comfort working with APIs and webhooks, including understanding payloads and status codes.
• Precision in prompt engineering to influence model behavior.
• Strong technical writing skills for clear ticket resolutions and bug handoffs.

Preferred Qualifications

• Prior exposure to debugging through personal projects, coursework, or hackathons.
• Familiarity with tools like Postman.
• Experience with Voice AI, LLMs, or contact center software.
• Knowledge of data analysis techniques.

Benefits

• Direct access to founders and involvement in high-level decision-making.
• Rapid learning curve in B2B AI product and customer success.
• Competitive compensation plus meaningful ESOP.
• In-person team collaboration in a Bengaluru-based office.

About the Company

Bolna is a YC F25 company building Voice AI infrastructure. We help businesses deploy intelligent voice agents that can call, converse, and convert in any language at scale. Backed by General Catalyst, we serve over 1,050 paying customers and are growing rapidly from our base in Bengaluru.