.Interface.Ai builds Generative AI-powered virtual assistants for banks and credit unions -automating customer service across voice and chat for 100+ financial institutions. Ourproprietary 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 toolingAI Agent Quality & Improvement
- Analyze escalated AI conversations, categorize root causes with enough specificity forML/Product to act on, and close the feedback loop
- Write, refine, and retire knowledge base articles to continuously raise AI resolution ratesIncident & Customer Management
- Engage directly with customer technical and operational stakeholders via email and calls
- Ensure timely acknowledgment, prioritization, and resolution of escalated tickets inSalesforce Service Cloud
- Lead P1/P2 incident response: war room coordination, timestamped updates, parallelstakeholder 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 throughoutFeedback & Process Improvement
- File actionable bug reports Engineering can act on without follow-up
- Surface recurring patterns as structured insights to Product and ML teams
- Flag compliance-adjacent issues immediately: call recording, disclosure language,member data'Technical
- 5+ years in technical or implementation support at a B2 B Saa S company
- REST API and webhook debugging: auth failures, integration traces, event-drivenarchitecture
- Postgres/SQL: session data queries, usage patterns, data integrity validation acrossintegrated systems
- Python scripting: diagnostic scripts, log parsing, lightweight internal tooling
- Observability platforms: Open Search, Kibana, Grafana, Datadog or equivalent; queries,dashboards, distributed traces
- Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI modelerrors
- Salesforce Service Cloud or similar: case management, escalation tracking, audit-traildocumentationFamiliarity with Kubernetes: reading pod logs, understanding deployment states,



andnavigating cluster context during incident investigation is a plus&
- Hands-on with AI agent creation and orchestration: configuring agents, chaining tools,defining guardrails, debugging multi-step workflows
- Proficient with Cursor and Claude Code for investigations, codebase exploration, andscripting
- Able to critically evaluate AI conversation transcripts across voice and digital channelsCommunication & Agency
- Clear written and verbal communication with both technical and non-technicalcustomer stakeholders
- Precise, audit-ready documentation: every case record should be readable by someonewho wasn't in the conversation
- High Agency: you drive issues to resolution independently, make judgment calls withoutwaiting to be told, and take full ownership of outcomes from intake to close
- Highly self-directed: manages own queue, no supervision neededWhy Join UsRemote-first · High ownership · AI innovation at the frontier of financial services ·Comprehensive benefits&
- Clear written and verbal communication with both technical and non-technicalcustomer stakeholders
- Accurate, audit-ready documentation: every case record should be readable by someonewho wasn't in the conversation
- High Agency: you drive issues to resolution independently, make judgment calls withoutwaiting to be told, and take full ownership of outcomes from intake to close
- Highly self-directed: manages own queue, no supervision neededRemote-first · High ownership · AI innovation at the frontier of financial services ·Comprehensive benefits

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