Job Description
. Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions - automating customer service across voice and chat for 100+ financial institutions. Our proprietary AI achieves 90%+ accuracy on Day 1. Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end, drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity. ' • Own escalated cases end-to-end: root cause, resolution, and customer confirmation • Investigate issues across conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors • Identify and categorize AI behavior gaps across hallucination, intent misclassification, knowledge coverage, flow misconfiguration, and integration issues • Debug using logs, call recordings, digital transcripts, API traces,



and observability tooling AI Agent Quality & Improvement • Analyze escalated AI conversations, categorize root causes with enough specificity for ML/Product to act on, and close the feedback loop • Write, refine, and retire knowledge base articles to continuously raise AI resolution rates Incident & Customer Management • Engage directly with customer technical and operational stakeholders via email and calls • Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in Salesforce Service Cloud • Lead P1/P2 incident response: war room coordination, timestamped updates, parallel stakeholder management across Engineering and customer teams • Write post-mortems suitable for customer leadership and compliance review: timeline, root cause, impact, resolution, preventive actions • Maintain audit-ready case documentation in Salesforce Service Cloud throughout Feedback & Process Improvement • File actionable bug reports Engineering can act on without

📌 Technical Support Engineer (Bengaluru)
🏢 interface.ai
📍 Bengaluru