Technical Support Engineer - 3

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 • Technical Support & Case Management: Own the triage, investigation, troubleshooting, and resolution of complex customer issues through ticketing systems and multiple communication channels, ensuring SLA adherence. • Troubleshooting & Root Cause Analysis: Diagnose issues across the Observe.AI platform, integrations, APIs, and cloud environments using logs, SQL, API analysis, and debugging techniques. • Customer Experience: Provide timely, accurate, and clear communication throughout the support lifecycle and ensure issues are driven to resolution. • Technical Escalations: Work closely with Engineering and Product teams by providing detailed troubleshooting findings, logs, reproduction steps, and business impact. • Cross-Functional Collaboration: Partner with Engineering, Product, Customer Success, and other teams to resolve complex issues and drive product improvements. • Customer Communication: Translate technical concepts clearly for both technical and non-technical stakeholders and manage customer escalations with empathy and confidence. • AI & Platform Support: Build a strong understanding of Observe.AI products, including Voice AI, Chat AI, Companion, Agentic AI, and related integrations. • Documentation: Create and maintain troubleshooting guides, runbooks, knowledge-base articles, and technical documentation to improve support efficiency. • Process Improvement: Identify recurring issues and opportunities to improve support processes, tooling, automation, and customer experience. • Incident & On-Call Support: Participate in critical incident response, RCA activities, and on-call rotations as required. • Projects: Contribute to strategic initiatives that improve support operations, scalability, and the overall customer journey. What you’ll bring to the role • Bachelor’s degree in Computer Science, Engineering, IT, or a related technical field preferred. • 6 - 10 years of experience in Technical Support, Product Support, Support Engineering, Technical Account Management(TAM) or similar roles, preferably in a B2B SaaS environment. • Excellent written and verbal English communication skills, with the ability to work effectively with technical and non-technical audiences. • Strong troubleshooting and debugging skills with hands-on experience in SQL, REST APIs, integrations, and cloud environments. • Python or scripting experience for troubleshooting, automation, or data analysis is a plus. • Experience with AWS or other cloud platforms is preferred. • Understanding of AI/ML, conversational AI, chatbots, or Agentic AI systems is highly desirable. • Experience with tools such as Jira, Zendesk, DevRev, or similar platforms. • Strong customer-centric mindset with excellent communication, analytical, and problem-solving skills, with the ability to manage high-priority escalations, and explain technical concepts clearly to diverse audiences. • Ability to independently drive issues to resolution while working effectively with Engineering, Product, and Customer Success teams. • Comfortable working in a fast-paced environment, managing multiple priorities, and participating in on-call or flexible-hour, including US time zones (EST/PST). 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, nat