Technical Support Engineer

About the Company

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.

Responsibilities

• Front-end all customer-reported issues
• Review, identify, and troubleshoot issues within agreed SLAs
• Manage customer expectations and act as the primary point of contact for service issues
• Proactively identify, diagnose, and analyze platform issues
• Research alternative solutions or workarounds
• Escalate issues internally and own them end-to-end until resolution
• Implement regular tool upgrades and monitor the platform
• Document issues and solutions in the knowledge base via SOPs, service notes, and videos
• Become a Subject Matter Expert (SME) on new features and technologies

Requirements

• Bachelor's degree in a technical field (e.g., Engineering) preferred
• 4+ years of experience in a similar technical support role
• Solid technical background with understanding of AI and machine learning
• Essential experience in SaaS environments
• Proficiency with tools like Zendesk, Confluence, and JIRA
• Excellent English written and verbal communication skills

Preferred Qualifications

• Python or scripting experience
• Advanced degree in a technical field