Responsibilities

- Front-end all customer-reported issues and own them through resolution.
- Review, identify, troubleshoot, and resolve issues reported by customers within agreed SLAs.
- Manage customer expectations and serve as the primary point of contact for technical support issues.
- Proactively identify, diagnose, analyze, and troubleshoot issues on the Observe.AI platform.
- Escalate complex technical issues to Engineering with appropriate debugging information and impact analysis.
- Work cross-functionally with Product, Engineering, and Customer Success teams to drive issue resolution.
- Perform log analysis, API troubleshooting, and root cause analysis for customer issues.
- Create and maintain internal knowledge base articles and troubleshooting documentation.
- Continuously improve support processes and contribute to operational excellence.
- Participate in on-call rotations and provide support during critical customer incidents as required

Requirements





- Bachelor's degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.
- 4+ years experience in a similar role.
- Working knowledge of SQL and MongoDB is required.
- Experience working with AWS and cloud-based environments is preferred.
- Solid technical background, with a demonstrable understanding of AI and machine learning.
- SaaS experience is essential.
- Python/scripting experience is an added advantage.
- Should have worked on tools like Zendesk, Confluence, JIRA, etc.
- Excellent client-facing and internal communication skills.
- Excellent written and verbal communication skills in English.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Support Engineer - 2 (Bengaluru)
🏢 observe.ai
📍 Bengaluru