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  5. Technical Support Engineer - 1

ObserveAI·Bengaluru·2 июля

Technical Support Engineer - 1

🏢 ОфисMiddleПолная занятость
Зарплата не указана
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Наша компания

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.

Чем предстоит заниматься

Front-end all customer-reported issues
Review, identify, and help troubleshoot issues reported by the customers within the agreed SLA
Manage customer expectations and be the point of contact for all customer service issues
Proactively identify, diagnose, analyze, and troubleshoot the issues on the Observe.AI platform
Research alternative solutions or workarounds
Appropriately escalate issues internally and own them end-to-end till resolution
Implement regular upgrades to the tools and proactively monitor the platform
Document the issues and solutions and contribute to the knowledge base by recording internal and customer-facing videos. For example, help write SOPs, service notes, and troubleshooting documents
Learn new features, technologies, and become an SME of the platform

Наши требования

Bachelor’s degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus
1+ years’ experience in a similar role
Solid technical background, with a demonstrable understanding of AI and machine learning
SaaS experience is essential
Python/scripting experience is an added advantage
Should have worked on tools like Zendesk, Confluence, JIRA, etc
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills in English

Мы предлагаем

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 the 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
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
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply
If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply
O
ObserveAI
Bengaluru

ГрейдMiddle
ЗанятостьПолная занятость
РегионНе Россия
ФорматОфис
ИсточникСкрыто
Опубликовано2 июля
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