????? ?????????.?? 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 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 B2B SaaS company - REST API and webhook debugging: auth failures, integration traces, event-driven architecture - Postgres/SQL: session data queries, usage patterns, data integrity validation across integrated systems - Python scripting: diagnostic scripts, log parsing, lightweight internal tooling - Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent;

queries, dashboards, distributed traces - Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model errors - Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail documentation Familiarity with Kubernetes: reading pod logs, understanding deployment states,



and navigating 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, and scripting - Able to critically evaluate AI conversation transcripts across voice and digital channels Communication & Agency - Clear written and verbal communication with both technical and non-technical customer stakeholders - Precise, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation - High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close - Highly self-directed: manages own queue, no supervision needed Why Join Us Remote-first · High ownership · AI innovation at the frontier of financial services · Comprehensive benefits ????????????? & ?????? - Clear written and verbal communication with both technical and non-technical customer stakeholders - Exact, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation - High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close - Highly self-directed: manages own queue, no supervision needed ??? ???? ?? Remote-first · High ownership · AI innovation at the frontier of financial services · Comprehensive benefits

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