Technical Support Engineer - 2

Responsibilities

• Front-end all customer-reported issues and own them through resolution.
• Review, identify, troubleshoot, and resolve issues reported by customers within agreed SLAs.
• Manage customer expectations and serve as the primary point of contact for technical support issues.
• Proactively identify, diagnose, analyze, and troubleshoot issues on the Observe.AI platform.
• Escalate complex technical issues to Engineering with appropriate debugging information and impact analysis.
• Work cross-functionally with Product, Engineering, and Customer Success teams to drive issue resolution.
• Perform log analysis, API troubleshooting, and root cause analysis for customer issues.
• Create and maintain internal knowledge base articles and troubleshooting documentation.
• Continuously improve support processes and contribute to operational excellence.
• Participate in on-call rotations and provide support during critical customer incidents as required

Requirements

• Bachelor's degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.
• 4+ years experience in a similar role.
• Working knowledge of SQL and MongoDB is required.
• Experience working with AWS and cloud-based environments is preferred.
• 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.

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