Technical Support Engineer - 2
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 while managing expectations as the primary point of contact. Proactively diagnose and analyze platform issues, research alternative solutions, and escalate matters internally to own them end-to-end until resolution. Implement regular tool upgrades, monitor the Observe.AI platform, and document findings by contributing to the knowledge base through SOPs, service notes, and troubleshooting videos. Learn new features to become a subject matter expert on the platform.
Required Qualifications
- Bachelor's degree
- 4+ 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
- major in a technical field
- advanced degree
- Python/scripting experience
- worked on tools like Zendesk, Confluence, JIRA
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