Technical Support Engineer - L2
Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Aug 25, 2026.
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Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions -
automating customer service across voice and chat for 100+ financial institutions. Our
proprietary AI achieves 90%+ accuracy on Day 1.
Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end,
drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity.
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- Own escalated cases end-to-end: root cause, resolution, and customer confirmation
- Investigate issues across conversational AI flows, voice integrations, REST APIs,
webhooks, and core banking connectors
- Identify and categorize AI behavior gaps across hallucination, intent misclassification,
knowledge coverage, flow misconfiguration, and integration issues
- Debug using logs, call recordings, digital transcripts, API traces, and observability tooling
AI Agent Quality & Improvement
- Analyze escalated AI conversations, categorize root causes with enough specificity for
ML/Product to act on, and close the feedback loop
- Write, refine, and retire knowledge base articles to continuously raise AI resolution rates
Incident & Customer Management
- Engage directly with customer technical and operational stakeholders via email and calls
- Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in
Salesforce Service Cloud
- Lead P1/P2 incident response: war room coordination, timestamped updates, parallel
stakeholder management across Engineering and customer teams
- Write post-mortems suitable for customer leadership and compliance review: timeline,
root cause, impact, resolution, preventive actions
- Maintain audit-ready case documentation in Salesforce Service Cloud throughout
Feedback & Process Improvement
- File actionable bug reports Engineering can act on without follow-up
- Surface recurring patterns as structured insights to Product and ML teams
- Flag compliance-adjacent issues immediately: call recording, disclosure language,
member data
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Technical
- 5+ years in technical or implementation support at a B2B SaaS company
- REST API and webhook debugging: auth failures, integration traces, event-driven
architecture
- Postgres/SQL: session data queries, usage patterns, data integrity validation across
integrated systems
- Python scripting: diagnostic scripts, log parsing, lightweight internal tooling
- Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,
dashboards, distributed traces
- Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model
errors
- Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail
documentation
Familiarity with Kubernetes: reading pod logs, understanding deployment states, and
navigating cluster context during incident investigation is a plus
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- Hands-on with AI agent creation and orchestration: configuring agents, chaining tools,
defining guardrails, debugging multi-step workflows
- Proficient with Cursor and Claude Code for investigations, codebase exploration, and
scripting
- Able to critically evaluate AI conversation transcripts across voice and digital channels
Communication & Agency
- Clear written and verbal communication with both technical and non-technical
customer stakeholders
- Precise, audit-ready documentation: every case record should be readable by someone
who wasn't in the conversation
- High Agency: you drive issues to resolution independently, make judgment calls without
waiting to be told, and take full ownership of outcomes from intake to close
- Highly self-directed: manages own queue, no supervision needed
Why Join Us
Remote-first · High ownership · AI innovation at the frontier of financial services ·
Comprehensive benefits
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- Clear written and verbal communication with both technical and non-technical
customer stakeholders
- Precise, audit-ready documentation: every case record should be readable by someone
who wasn't in the conversation
- High Agency: you drive issues to resolution independently, make judgment calls without
waiting to be told, and take full ownership of outcomes from intake to close
- Highly self-directed: manages own queue, no supervision needed
Remote-first · High ownership · AI innovation at the frontier of financial services ·
Comprehensive benefits