About Interface.ai
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.
About the Role
Rotational Shifts
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.
What You'll Do
Advanced Technical Support
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 Improve

📌 Technical support engineer (Bengaluru)
🏢 interface.ai
📍 Bengaluru