This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer - L2 based in India.

This is a senior technical support role focused on resolving complex, business-critical issues across conversational AI and enterprise SaaS environments. You will own escalated cases from initial investigation through root-cause analysis, resolution, and customer confirmation. The role combines hands-on troubleshooting across APIs, webhooks, voice integrations, core banking connectors, databases, and observability platforms with direct customer engagement. You will also analyze AI agent behavior, identify recurring quality gaps, and turn technical findings into actionable improvements for Product and ML teams. Because the setting supports financial institutions, accuracy, compliance, documentation, and incident management are critical. This is a remote-first opportunity for a highly autonomous engineer who thrives on ownership, technical problem-solving, and continuous AI improvement.

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Accountabilities

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Own escalated technical support cases end-to-end, including investigation, root-cause analysis, resolution, customer confirmation, and accurate case closure.

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Troubleshoot complex issues across conversational AI flows, voice integrations, REST APIs, webhooks, core banking connectors, and other integrated systems.

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Identify and categorize AI behavior issues such as hallucinations, intent misclassification, knowledge gaps, flow configuration problems, and integration failures.

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Use logs, call recordings, digital transcripts, API traces, dashboards, and observability tools to diagnose production issues and identify underlying causes.

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Analyze escalated AI conversations and provide sufficiently detailed root-cause insights for ML and Product teams to take corrective action.

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Create, refine, and retire knowledge base content to improve AI resolution rates and continuously stre

📌 Technical Support Engineer (India)
🏢 Jobgether
📍 India