Technical Support Engineer III
- Observe.AI
- 5 - 6 years
- Bengaluru
- 3 months ago
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Job Description
- Provide efficient and accurate technical support for Observe.AI s product to ensure customer satisfaction
- Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time
- Become the liaison with Engineering to escalate bugs, outages, and product requests
- Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience
- Analyze where users are getting stuck and provide potential workarounds + KB articles
- Proactively identify opportunities to improve team processes
- Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations
- Driving a customer first mindset to the team and collaborators
- Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
- Mentor L2 Support agents, Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, Leverage opportunities for continuing education
- Experience with Engineering apps: AWS, MongoDB, Loggly, Azure, GCP, New Relic, BitBucket, Github, Jenkins
- Make improvements to existing product documentation and assist in the development of internal as well as customer training materials
- Provide escalated ticket/incident management supported applications as well as will participate in defect management, issue tracking/trending
- Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff
- Support complex issues, troubleshoot problems within various internal and external customers, and configure and maintain software platforms within production environments.
- Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction
What you bring to the role
- 7+ years as a Technical Support Engineer on a B2B SaaS Support team
- 5+ years experience in SaaS Customer Success, Support, or Services
- Working technical knowledge of SaaS applications, cloud integrations, and architecture
- Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)
- The ability to prioritize multiple tasks and projects simultaneously while still executing high-level objectives
- Excellent verbal and written communication skills
- Proven track record of demonstrated ability to dive into the weeds and find solutions
Preferred Skills and Qualifications
- 5+ years experience in an object-oriented programming language or scripting language (i.e., Javascript, HTML, CSS, SQL, PHP, Python)
- Technical support experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Genesys, 8x8, TalkDesk, 3CLogic, and Five9
- You understand the CCaaS industry and how to balance contact center practices with modern technology (Bonus points if you know what a BPO vs a Reseller is!)
- Industry certifications a plus
Compensation, Benefits, and Perks
- Excellent medical insurance options and free online doctor consultations
- Yearly privilege and sick leaves as per Karnataka SE Act
- Generous holidays (National and Festive), recognition, and parental leave policies
- Learning Development fund to support your continuous learning journey and professional development
- Fun events to build culture across the organization
- Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full timeContact Details:
Company: Observe.AILocation(s): Bengaluru+ View Contact
Keyskills: Automation Javascript PHP Workflow HTML Customer service Technical support SQL Python Salesforce
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Observe.AI
Observe.AI is the leading Gen AI conversation intelligence platform trusted by enterprises to empower their contact centers with real-time agent guidance, coaching, post-interaction summaries, Auto QA, and advanced business analytics. Built on the industrys most accurate contact center LLM, the plat...
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