{"id":2480698,"url":"https://alion.io/job/interface-ai-technical-support-engineer-l2","title":"Technical Support Engineer - L2","company":{"id":24470,"name":"interface.ai","domain":"interface.ai","url":"https://alion.io/company/interface","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":63,"open_postings":24,"ghost_share":0.625,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Datadog","optional":false},{"name":"Grafana","optional":false},{"name":"Hallucination","optional":false},{"name":"Kibana","optional":false},{"name":"Kubernetes","optional":false},{"name":"OpenSearch","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Speech Recognition","optional":false},{"name":"SQL","optional":false},{"name":"Claude Code","optional":true},{"name":"Cursor","optional":true},{"name":"LLM Guardrails","optional":true}],"status":"live","first_seen_at":"2026-08-25T09:13:11Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-14T02:03:49Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":49},"description":".\nInterface.ai builds Generative AI-powered virtual assistants for banks and credit unions -\nautomating customer service across voice and chat for 100+ financial institutions. Our\nproprietary AI achieves 90%+ accuracy on Day 1.\nOur 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,\ndrive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity.\n'\nOwn escalated cases end-to-end: root cause, resolution, and customer confirmation\nInvestigate issues across conversational AI flows, voice integrations, REST APIs,\nwebhooks, and core banking connectors\nIdentify and categorize AI behavior gaps across hallucination, intent misclassification,\nknowledge coverage, flow misconfiguration, and integration issues\nDebug using logs, call recordings, digital transcripts, API traces, and observability tooling\nAI Agent Quality & Improvement\nAnalyze escalated AI conversations, categorize root causes with enough specificity for\nML/Product to act on, and close the feedback loop\nWrite, refine, and retire knowledge base articles to continuously raise AI resolution rates\nIncident & Customer Management\nEngage directly with customer technical and operational stakeholders via email and calls\nEnsure timely acknowledgment, prioritization, and resolution of escalated tickets in\nSalesforce Service Cloud\nLead P1/P2 incident response: war room coordination, timestamped updates, parallel\nstakeholder management across Engineering and customer teams\nWrite post-mortems suitable for customer leadership and compliance review: timeline,\nroot cause, impact, resolution, preventive actions\nMaintain audit-ready case documentation in Salesforce Service Cloud throughout\nFeedback & Process Improvement\nFile actionable bug reports Engineering can act on without follow-up\nSurface recurring patterns as structured insights to Product and ML teams\nFlag compliance-adjacent issues immediately: call recording, disclosure language,\nmember data\n'\nTechnical\n5+ years in technical or implementation support at a B2B SaaS company\nREST API and webhook debugging: auth failures, integration traces, event-driven\narchitecture\nPostgres/SQL: session data queries, usage patterns, data integrity validation across\nintegrated systems\nPython scripting: diagnostic scripts, log parsing, lightweight internal tooling\nObservability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,\ndashboards, distributed traces\nVoice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model\nerrors\nSalesforce Service Cloud or similar: case management, escalation tracking, audit-trail\ndocumentation\nFamiliarity with Kubernetes: reading pod logs, understanding deployment states, and\nnavigating cluster context during incident investigation is a plus\n&\nHands-on with AI agent creation and orchestration: configuring agents, chaining tools,\ndefining guardrails, debugging multi-step workflows\nProficient with Cursor and Claude Code for investigations, codebase exploration, and\nscripting\nAble to critically evaluate AI conversation transcripts across voice and digital channels\nCommunication & Agency\nClear written and verbal communication with both technical and non-technical\ncustomer stakeholders\nPrecise, audit-ready documentation: every case record should be readable by someone\nwho wasn't in the conversation\nHigh Agency: you drive issues to resolution independently, make judgment calls without\nwaiting to be told, and take full ownership of outcomes from intake to close\nHighly self-directed: manages own queue, no supervision needed\nWhy Join Us\nRemote-first · High ownership · AI innovation at the frontier of financial services ·\nComprehensive benefits\n&\nClear written and verbal communication with both technical and non-technical\ncustomer stakeholders\nPrecise, audit-ready documentation: every case record should be readable by someone\nwho wasn't in the conversation\nHigh Agency: you drive issues to resolution independently, make judgment calls without\nwaiting to be told, and take full ownership of outcomes from intake to close\nHighly self-directed: manages own queue, no supervision needed\nRemote-first · High ownership · AI innovation at the frontier of financial services ·\nComprehensive benefits","description_format":"text","description_chars":4420,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"Bengaluru","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T22:37:31Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long 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