Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify and resolve intricate technical problems associated with digital bots, telephony integrations, and core banking setups.

• Serve as a technical subject matter expert to assist with the setup and troubleshooting of new telephony systems.

• Oversee and streamline incoming ticket queues, ensuring proper categorization and prompt resolution.

• Collaborate with Implementation, Engineering, and Customer Success teams to assess scope and technical feasibility.

• Conduct limited overnight or early morning deployments as necessary.

• Enhance the internal knowledge base and clarify the roles of the support team along with standard operating procedures.

• Ensure the health of systems and aid in the configuration of AI-driven banking solutions.

• Act as a liaison between standard technical support and professional services for client assistance and specialized mini-projects.

⛳️ Requirements

• A minimum of 4 years of experience in a technical support or implementation engineering capacity.

• At least 2 years of experience with telephony systems, SIP, or IVR configurations.

• Demonstrated capability to troubleshoot SaaS platforms and API integrations.

• Strong aptitude for translating complex technical concepts for non-technical audiences.

• Preferred background in Conversational AI, digital bots, or Natural Language Processing (NLP).

• Experience with banking cores or “Sim exchange” configurations is preferred.

• Availability for very limited overnight or early morning deployments.

• Must be authorized to work in the United States.

• No requirement for visa sponsorship at any time.

🏝️ Benefits

• Offers equity.

• Remote work arrangement.