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Observe.AI is an AI Agents platform for customer experience, helping organizations deploy specialized AI agents that autonomously handle customer conversations, support frontline teams, and optimize operations. 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 customer-reported issues, managing them end-to-end within agreed SLAs. Your responsibilities include reviewing and troubleshooting customer issues on the Observe.AI platform, diagnosing and analyzing technical problems, researching solutions and workarounds, and escalating issues internally while owning resolution. You'll proactively monitor the platform, implement upgrades, and document issues and solutions to build the knowledge base.
You'll contribute to customer-facing and internal documentation, create troubleshooting guides, SOPs, and service notes, and produce training videos. As you grow in the role, you'll become a subject matter expert on the platform and its features, learning new technologies and deepening your understanding of AI and machine learning in a production SaaS environment.
This role offers hands-on exposure to real-world technical challenges, pre-release testing, and product quality work. You'll collaborate closely with cross-functional teams and have meaningful ownership of customer outcomes. The position provides strong career growth opportunities within a fast-scaling, venture-backed organization.
