AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

At Observe, you'll play a critical role in delivering an exceptional customer and product experience. You'll gain hands-on exposure to real-world technical challenges, contribute to pre-release testing and product quality, and help shape customer-facing documentation and training materials. Beyond day-to-day work, this role offers strong career growth, meaningful ownership, and the chance to grow alongside a fast-scaling organization—backed by competitive compensation and advantages typically found in larger, established companies.

Technical Support & Case Management: Own the triage, investigation, troubleshooting, and resolution of complex customer issues through ticketing systems and multiple communication channels, ensuring SLA adherence.
Troubleshooting & Root Cause Analysis: AI platform, integrations, APIs, and cloud environments using logs, SQL, API analysis, and debugging techniques.
Customer Experience: Provide timely, accurate,



and clear communication throughout the support lifecycle and ensure issues are driven to resolution.
Translate technical concepts clearly for both technical and non-technical stakeholders and manage customer escalations with empathy and confidence.
AI & Platform Support: AI products, including Voice AI, Chat AI, Companion, Agentic AI, and related integrations.
Create and maintain troubleshooting guides, runbooks, knowledge-base articles, and technical documentation to improve support efficiency.
Identify recurring issues and opportunities to improve support processes, tooling, automation, and customer experience.
Incident & On-Call Support: Participate in critical incident response, RCA activities, and on-call rotations as required.
Projects: Contribute to strategic initiatives that improve support operations, scalability, and the overall customer journey.

Bachelor's degree in Computer Science, Engineering, IT, or a related technical field preferred.
Experience: 6-10 years of experience in Technical Support, Product Support, Support Engineering, Technical Account Management(TAM) or similar roles, preferably in a B2B SaaS environment.
Excellent written and verbal English communication skills, with the ability to work effectively with technical and non-technical audiences.
Technical Skills: Strong troubleshooting and debugging skills with hands-on experience in SQL, REST APIs, integrations, and cloud environments.
Programming: Python or scripting experience for troubleshooting, automation, or data analysis is a plus.
Cloud:



Experience with AWS or other cloud platforms is preferred.
AI/ML: Understanding of AI/ML, conversational AI, chatbots, or Agentic AI systems is highly desirable.
Support Tools: Experience with tools such as Jira, Zendesk, DevRev, or similar platforms.
Adaptability: Comfortable working in a fast-paced environment, managing multiple priorities, and participating in on-call or flexible-hour, including US time zones (EST/PST).

Comprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits
Accidental insurance and group term life insurance coverage
Generous national and festive holidays, along with well-defined parental leave policies
Annual Learning & Development allowance to support continuous professional growth
Rewards and recognition programs designed to encourage and celebrate high performance
Regular team and culture-building events across the organization
Flexible benefits for tax optimisation, including meal cards, provident fund, and other options

Our Commitment to Inclusion and Belonging

AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. AI, we encourage you to apply.

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