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Observe.AI is an AI Agents platform for customer experience, enabling organizations to deploy specialized AI agents that autonomously handle customer service work across the full CX lifecycle. The company serves leading brands like DoorDash, Affordable Care, and Signify Health.
As a Technical Support Engineer, you will be the first point of contact for all customer-reported issues on the Observe.AI platform. Your responsibilities include reviewing and troubleshooting customer issues within agreed SLAs, managing customer expectations, and serving as the primary point of contact for resolution. You will proactively identify, diagnose, and analyze platform issues, research alternative solutions and workarounds, and escalate internally while owning issues end-to-end until resolution.
You will implement regular platform upgrades, proactively monitor system health, and document issues and solutions to build the knowledge base. This includes creating internal and customer-facing documentation, SOPs, service notes, and troubleshooting guides. You will also record training videos and become a subject matter expert on the Observe.AI platform and its features.
The role offers hands-on exposure to real-world technical challenges, participation in pre-release testing and product quality initiatives, and the opportunity to shape customer-facing materials. You'll collaborate closely with cross-functional teams and grow alongside a fast-scaling organization with competitive compensation and benefits.
Required qualifications: Bachelor's degree in a technical field (Engineering preferred) or advanced degree; 1+ years of experience in a similar technical support or engineering role; solid technical background with demonstrable understanding of AI and machine learning; essential SaaS experience; experience with tools like Zendesk, Confluence, and JIRA. Python or scripting experience is advantageous. Excellent client-facing and internal communication skills in English are essential.
