Technical Support Engineer - 1
On-siteBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaOn-siteFull TimeAI SoftwareSmall
Full TimeSmallAI Software
Job Summary
Front-end all customer-reported issues by reviewing, identifying, and troubleshooting problems within the agreed SLA. Act as the primary point of contact for customer service inquiries, managing expectations and proactively diagnosing platform anomalies. Research alternative solutions, escalate complex matters internally, and own issues end-to-end until resolution. Implement regular tool upgrades, monitor the Observe.AI platform, and document findings to contribute to the knowledge base via SOPs, service notes, and troubleshooting videos. Learn new features to become a subject matter expert on the platform.
Required Qualifications
- Bachelor's degree
- Major in a technical field
- 1+ years' experience in a similar role
- Solid technical background
- Demonstrable understanding of AI and machine learning
- SaaS experience
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills in English
Desired Qualifications
- Advanced degree
- Python/scripting experience
- Experience with tools like Zendesk, Confluence, JIRA
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