Job DescriptionAbout Interface.Ai NInterface.Ai builds Generative AI-powered virtual assistants for banks and credit unions - Nautomating customer service across voice and chat for 100+ financial institutions. Our Nproprietary AI achieves 90%+ accuracy on Day 1. NAbout the RolenRotational Shifts NOur 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, Ndrive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity. NWhat You'll DonAdvanced Technical Support Nn Own escalated cases end-to-end: root cause, resolution, and customer confirmation N Investigate issues across conversational AI flows, voice integrations, REST APIs, Nnwebhooks, and corebanking connectors N
- Identify and categorizeAI behavior gaps across hallucination, intent misclassification, Nknowledge coverage, flow misconfiguration, and integration issues N
- Debug using logs, call recordings, digital transcripts, API traces, and observability tooling NAI Agent Quality & Improvement N
- Analyze escalated AI conversations, categorize root causes with enough specificity for NML/Product to act on, andclose the feedback loop N
- Write, refine, and retire knowledge base articles to continuously raise AI resolution rates NIncident & Customer Management Nn Engage directly with customer technical and operational stakeholders via email and calls N Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in NnSalesforce ServiceCloud N
- Lead P1/P2 incident response: war room coordination, timestamped updates,



parallel Nstakeholder management across Engineering and customer teams N
- Write post-mortems suitable for customer leadership and compliance review: timeline, Nroot cause, impact, resolution, preventive actions N
- Maintain audit-ready case documentation in Salesforce Service Cloud throughout NFeedback & Process Improvement Nn File actionable bug reports Engineering can act on without follow-up N Surface recurring patterns as structured insights to Product and ML teams N Flag compliance-adjacent issues immediately: call recording, disclosure language, Nnmember datanWhat You'll Bring NTechnicalnn 5+ years in technical or implementation support at a B2B SaaS company N REST API and webhook debugging: auth failures, integration traces, event-driven Nnarchitecturen
- Postgres/SQL: session data queries, usage patterns, data integrity validation across Nintegrated systemsn N Python scripting: diagnostic scripts, log parsing, lightweight internal tooling N Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,nndashboards, distributed traces N
- Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model Nerrorsn
- Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail NdocumentationnFamiliarity with Kubernetes: reading pod logs, understanding deployment states,



and Nnavigating cluster context during incident investigation is a plus NAI & Toolingn
- Hands-on with AI agent creation and orchestration: configuring agents, chaining tools, Ndefining guardrails, debugging multi-step workflows N
- Proficient with Cursor and Claude Code for investigations, codebase exploration, and Nscriptingn
- Able to critically evaluate AI conversation transcripts across voice and digital channels NCommunication & Agency N
- Clear written and verbal communication with both technical and non-technical Ncustomer stakeholdersn
- Precise, audit-ready documentation: every case record should be readable by someone Nwho wasn't in the conversation N
- High Agency: you drive issues to resolution independently, make judgment calls without Nwaiting to be told, and take full ownership of outcomes from intake to close N
- Highly self-directed: manages own queue, no supervision needed NWhy Join UsnRemote-first · High ownership · AI innovation at the frontier of financial services · NComprehensive perks NCommunication & Agency N
- Clear written and verbal communication with both technical and non-technical Ncustomer stakeholdersn
- Precise, audit-ready documentation: every case record should be readable by someone Nwho wasn't in the conversation N
- High Agency: you drive issues to resolution independently, make judgment calls without Nwaiting to be told, and take full ownership of outcomes from intake to close N
- Highly self-directed: manages own queue, no supervision needed NWhy Join UsnRemote-first · High ownership · AI innovation at the frontier of financial services · NComprehensive benefits

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