Technical Support Engineer - 2

About Us Observe.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. Why Join Us At Observe, you’ll play a critical role in delivering an exceptional customer and product experience. This position offers the opportunity to work at the intersection of technology, problem-solving, and customer impact—owning issues end-to-end and collaborating closely with cross-functional teams to drive resolution. 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 the 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 benefits typically found in larger, established companies. What you’ll be doing Front-end all customer-reported issues. Review, identify, and help troubleshoot issues reported by the customers within the agreed SLA. Manage customer expectations and be the point of contact for all customer service issues. Proactively identify, diagnose, analyze, and troubleshoot the issues on the Observe.AI platform. Research alternative solutions or workarounds. Appropriately escalate issues internally and own them end-to-end till resolution. Implement regular upgrades to the tools and proactively monitor the platform. Document the issues and solutions and contribute to the knowledge base by recording internal and customer-facing videos. For example, help write SOPs, service notes, and troubleshooting documents. Learn new features, technologies, and become an SME of the platform What you’ll bring to the role 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. 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. Perks & Benefits 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 Privilege and sick leave in line with applicable statutory norms 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 Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or emplo…