Technical Support Engineer III

About Us

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

The Opportunity

As a Technical Support Engineer III at Observe.AI, you will help create a world-class customer experience for our customers, which in turn will make them raving fans of the product. Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction. You will prioritize customer requests using our ticket system (Zendesk) and will take the lead in creating customer-facing documentation (Zendesk Guide), striving to deflect tickets through proactive knowledge articles. You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met. You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team.

You thrive in ambiguity and enjoy solving challenges that haven’t been solved before, bringing your customer love attitude to Observe.AI. We’re on a rocketship; be ready to roll up your sleeves and build something lasting and great!

What you’ll be doing

• 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 S&E 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.)

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 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. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds and historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.