About Interface.ai /n Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions - /n automating customer service across voice and chat for 100+ financial institutions. Our /n proprietary AI achieves 90%+ accuracy on Day 1. /n About the Role /n Rotational Shifts /n 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, /n drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity. /n What You'll Do /n Advanced Technical Support /n /n

- Own escalated cases end-to-end: root cause, resolution, and customer confirmation

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- Investigate issues across conversational AI flows, voice integrations, REST APIs,

/n /n webhooks, and core banking connectors /n • Identify and categorize AI behavior gaps across hallucination, intent misclassification, /n knowledge coverage, flow misconfiguration, and integration issues /n • Debug using logs, call recordings, digital transcripts, API traces, and observability tooling /n AI Agent Quality & Improvement /n • Analyze escalated AI conversations, categorize root causes with enough specificity for /n ML/Product to act on, and close the feedback loop /n • Write, refine, and retire knowledge base articles to continuously raise AI resolution rates /n Incident & Customer Management /n /n

- Engage directly with customer technical and operational stakeholders via email and calls

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- Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in

/n /n Salesforce Service Cloud /n • Lead P1/P2 incident response: war room coordination, timestamped updates,



parallel /n stakeholder management across Engineering and customer teams /n • Write post-mortems suitable for customer leadership and compliance review: timeline, /n root cause, impact, resolution, preventive actions /n • Maintain audit-ready case documentation in Salesforce Service Cloud throughout /n Feedback & Process Improvement /n /n

- File actionable bug reports Engineering can act on without follow-up

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- Surface recurring patterns as structured insights to Product and ML teams

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- Flag compliance-adjacent issues immediately: call recording, disclosure language,

/n /n member data /n What You'll Bring /n Technical /n /n

- 5+ years in technical or implementation support at a B2B SaaS company

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- REST API and webhook debugging: auth failures, integration traces, event-driven

/n /n architecture /n • Postgres/SQL: session data queries, usage patterns, data integrity validation across /n integrated systems /n /n

- Python scripting: diagnostic scripts, log parsing, lightweight internal tooling

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- Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,

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



and /n navigating cluster context during incident investigation is a plus /n AI & Tooling /n • Hands-on with AI agent creation and orchestration: configuring agents, chaining tools, /n defining guardrails, debugging multi-step workflows /n • Proficient with Cursor and Claude Code for investigations, codebase exploration, and /n scripting /n • Able to critically evaluate AI conversation transcripts across voice and digital channels /n Communication & Agency /n • Clear written and verbal communication with both technical and non-technical /n customer stakeholders /n • Precise, audit-ready documentation: every case record should be readable by someone /n who wasn't in the conversation /n • High Agency: you drive issues to resolution independently, make judgment calls without /n waiting to be told, and take full ownership of outcomes from intake to close /n • Highly self-directed: manages own queue, no supervision needed /n Why Join Us /n Remote-first · High ownership · AI innovation at the frontier of financial services · /n Comprehensive benefits /n Communication & Agency /n • Clear written and verbal communication with both technical and non-technical /n customer stakeholders /n • Precise, audit-ready documentation: every case record should be readable by someone /n who wasn't in the conversation /n • High Agency: you drive issues to resolution independently, make judgment calls without /n waiting to be told, and take full ownership of outcomes from intake to close /n • Highly self-directed: manages own queue, no supervision needed /n Why Join Us /n Remote-first · High ownership · AI innovation at the frontier of financial services · /n Comprehensive perks

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