What do we want to accomplish and why do we need you? Haptik is a leader in Conversational AI, offering commerce, marketing and customer care solutions, having reached over 500 million devices, and processed over 10+ billion AI driven interactions over the past decade. Haptik has been at the forefront of the AI revolution, which today is at the center of the world’s attention. We have built a robust set of technology and tools that enables both enterprises and SMBs to engage better with consumers. With a 250+ robust team, including some of the finest minds in the industry, Haptik is truly poised to lead the AI paradigm shift for many decades to come. We are looking for a customer-centric and proactive Technical Support Specialist. The role owns end-to-end supporting, troubleshooting and maintenance of chatbot, voicebot and agentic AI solutions. This will include investigating bot failures, analysing logs and API integrations, resolving technical issues, coordinating with Engineering and Implementation Teams and ensuring timely resolution of customer queries. What does your day-to-day look like? ● Technical Support: Handle customer-reported issues related to chatbots, voicebots, conversational AI workflows and agentic AI solutions. ● Bot Troubleshooting: Investigate bot breaks, incorrect responses, failed workflows, integration errors and unexpected bot behaviour. ● Log Analysis: Analyse application logs, API requests and responses, error traces and execution flows to identify root causes. ● API and Integration Support: Troubleshoot REST APIs, webhooks, authentication issues, HTTP errors and third-party errors using Postman and other debugging tools. ● Platform Support: Support chatbot configurations, bot flows, knowledge bases, RAG-based responses, agent handovers, and business logic. ● Ticket Management: Manage support tickets, prioritise incidents based on impact and urgency, meet response and resolution SLAs, and provide regular status updates. ● Incident Management: Prepare root cause analyses (RCAs), incident summaries, resolution notes, and technical documentation. ● Cross-functional Collaboration: Coordinate with Implementation, Engineering, Product, and DevOps teams to resolve issues requiring code changes or platform-level investigation. ● Customer Communication: Provide clear, professional updates to customers regarding issue status, findings, dependencies,



workarounds and expected resolution timelines. ● Documentation: Maintain troubleshooting guides, SOPs, FAQs, knowledge articles, and recurring issue documentation. ● Continuous Improvement: Identify recurring issues and recommend improvements to chatbot reliability, automation performance, support processes, and customer experience.

Requirements:
Experience ● 1–3 years of experience in technical support, application support, SaaS support, or a similar technical role. ● Basic understanding of chatbots, conversational AI, AI agents, and automated customer support workflows. ● Hands-on experience with REST APIs, JSON payloads, HTTP status codes, and API debugging using Postman. ● Basic knowledge of JavaScript or Python for understanding code logic and troubleshooting integrations. ● Understanding of webhooks, authentication mechanisms, request/response payloads, and third-party integrations. ● Experience using ticketing systems such as Jira, Freshdesk, Zendesk, or similar tools. ● Experience of working in a fast-paced setup Skills & Competencies ● Understanding of Platform and Conversational AI: Demonstrates an understanding of chatbot and voicebot platforms, conversational AI workflows, bot configurations, knowledge bases, agent handovers, and business logic, able to identify how platform components interact and investigate issues affecting bot behaviour. ● Knowledge Base Troubleshooting: Ability to understand how knowledge bases, retrieval-augmented generation (RAG), prompts and AI-driven workflows can influence bot responses, ability to investigate incorrect or irrelevant answers and distinguish between knowledge gaps, configuration issues, retrieval problems, and potential platform defects. Technical Troubleshooting: Able to systematically investigate bot breaks, incorrect responses, failed workflows, unexpected behaviour and integration issues, isolate the point of failure,



identify likely causes and resolve common issues independently before escalating complex cases to the Engineering Team. ● Scripting and Coding: Demonstrates basic proficiency in JavaScript or Python and can read code snippets, understand conditional logic, interpret errors and investigate integration behaviour. ● Root Cause Analysis: Ability to document the symptoms, investigation steps, root cause where established, resolution, workarounds and preventive actions for technical incidents. ● Ticket and Incident Management: Ability to manage support tickets systematically, record investigation details, prioritise incidents based on customer impact and urgency, adhere to response and resolution SLAs and provide timely updates until closure. ● Cross-functional Collaboration: Ability to recognise when an issue requires intervention from Engineering Team and provide complete diagnostic evidence, reproducing steps, impact details and relevant logs so that internal teams can investigate efficiently. ● Ownership and Accountability: End-to-end ownership of an issue from initial reporting through investigation, resolution, or handover. ● Customer Centricity: Ability to understand the customer's business context and the impact of technical issues on their operations and approach every interaction with empathy, professionalism and a focus on restoring the customer's ability to use the platform effectively. ● Bias for Action: Ability to recognise the time sensitivity and business impact of customer issues and acts promptly. ● Communication and Collaboration: Ability to partner effectively with Developers and other Engineering team members to understand their infrastructure needs, resolve deployment and environment issues and enable smooth delivery while ensuring infrastructure reliability, security and operational standards. ● Planning and Prioritisation: Balances multiple tickets and competing demands by evaluating customer impact, urgency, severity, dependencies, and SLA commitments. Makes sound decisions about what to address first and when an issue requires immediate escalation. *Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

📌 Technical Support Specialist (Goregaon)
🏢 Haptik
📍 Goregaon