Technical Support Engineer – L2

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

📋 Description

• Take ownership of escalated cases from start to finish, including conducting root cause analysis, implementing resolutions, and confirming outcomes with customers.

• Examine issues related to conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors.

• Recognize and classify gaps in AI behavior, addressing concerns such as hallucination, intent misclassification, knowledge coverage, flow misconfiguration, and integration challenges.

• Utilize logs, call recordings, digital transcripts, API traces, and observability tools for debugging purposes.

• Assess escalated AI conversations and identify root causes for Machine Learning and Product teams.

• Draft, enhance, and retire knowledge base articles to boost AI resolution rates.

• Interact directly with customer technical and operational stakeholders through email and phone communications.

• Acknowledge, prioritize, and resolve escalated tickets using Salesforce Service Cloud.

• Lead P1/P2 incident responses, including coordinating war rooms, providing timestamped updates, and managing stakeholder relationships.

• Prepare post-mortem reports for customer leadership and compliance reviews.

• Keep audit-ready documentation for cases within Salesforce Service Cloud.

• Submit actionable bug reports for the Engineering team.

• Highlight recurring patterns as structured insights for Product and Machine Learning teams.

• Quickly identify compliance-related issues concerning call recording, disclosure language, and member data.

⛳️ Requirements

• Over 5 years of experience in technical or implementation support within a B2B SaaS company.

• Proficient in debugging REST APIs and webhooks, including authentication failures, integration traces, and event-driven architecture.

• Skilled in using Postgres/SQL for querying session data, analyzing usage patterns, and validating data integrity across integrated systems.

• Experience with Python scripting for creating diagnostic scripts, parsing logs, and developing lightweight internal tools.

• Familiar with observability platforms such as OpenSearch, Kibana, Grafana, Datadog, or similar.

• Knowledge of queries, dashboards, and distributed traces.

• Understanding of voice channels, including SIP and IVR routing; capable of distinguishing ASR errors from AI model errors.

• Experience with Salesforce Service Cloud or similar platforms for case management, tracking escalations, and maintaining audit trails.

• Practical experience in AI agent creation and orchestration, including agent configuration, tool chaining, defining guardrails, and debugging multi-step workflows.

• Proficient in using Cursor and Claude Code for investigations, codebase navigation, and scripting tasks.

• Ability to critically analyze AI conversation transcripts across both voice and digital channels.

• Strong written and verbal communication skills with both technical and non-technical customer stakeholders.

• Capable of producing precise, audit-ready documentation.

• Highly self-directed, able to manage personal workload without supervision.

• Familiarity with Kubernetes is advantageous.

🏝️ Benefits

• Remote-first work environment.

• Comprehensive benefits package.

• High ownership culture.

• Engage in AI innovation at the forefront of financial services.