{"id":1075259,"url":"https://alion.io/job/observe-ai-technical-support-engineer-2-2","title":"Technical Support Engineer - 2","company":{"id":2599,"name":"Observe.AI","domain":"observe.ai","url":"https://alion.io/company/observe-ai","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":51000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":281},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Confluence","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-09-04T08:03:15Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-09-24T01:32:57Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"About Us\nObserve.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle-from handling customer conversations to supporting frontline teams and optimizing operations.\nEach AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.\nBuilt on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.\nWhy Join Us\nAt Observe, you’ll play a critical role in delivering an exceptional customer and product experience. This position offers the opportunity to work at the intersection of technology, problem-solving, and customer impact-owning issues end-to-end and collaborating closely with cross-functional teams to drive resolution.\nYou’ll gain hands-on exposure to real-world technical challenges, contribute to pre-release testing and product quality, and help shape customer-facing documentation and training materials. Beyond day-to-day work, this role offers strong career growth, meaningful ownership, and the chance to grow alongside a fast-scaling organization-backed by competitive compensation and benefits typically found in larger, established companies.\nWhat you’ll be doing\nFront-end all customer-reported issues and own them through resolution.\nReview, identify, troubleshoot, and resolve issues reported by customers within agreed SLAs.\nManage customer expectations and serve as the primary point of contact for technical support issues.\nProactively identify, diagnose, analyze, and troubleshoot issues on the Observe.AI platform.\nEscalate complex technical issues to Engineering with appropriate debugging information and impact analysis.\nWork cross-functionally with Product, Engineering, and Customer Success teams to drive issue resolution.\nPerform log analysis, API troubleshooting, and root cause analysis for customer issues.\nCreate and maintain internal knowledge base articles and troubleshooting documentation.\nContinuously improve support processes and contribute to operational excellence.\nParticipate in on-call rotations and provide support during critical customer incidents as required\nWhat you’ll bring to the role\nBachelor’s degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.\n4+ years’ experience in a similar role.\nWorking knowledge of SQL and MongoDB is required.\nExperience working with AWS and cloud-based environments is preferred.\nSolid technical background, with a demonstrable understanding of AI and machine learning.\nSaaS experience is essential.\nPython/scripting experience is an added advantage.\nShould have worked on tools like Zendesk, Confluence, JIRA, etc.\nExcellent client-facing and internal communication skills.\nExcellent written and verbal communication skills in English.\nPerks & Benefits\nComprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits\nAccidental insurance and group term life insurance coverage\nPrivilege and sick leave in line with applicable statutory norms\nGenerous national and festive holidays, along with well-defined parental leave policies\nAnnual Learning & Development allowance to support continuous professional growth\nRewards and recognition programs designed to encourage and celebrate high performance\nRegular team and culture-building events across the organization\nFlexible benefits for tax optimisation, including meal cards, provident fund, and other options\nOur Commitment to Inclusion and Belonging\nObserve.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.\nWe 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, historically marginalized or underrepresented groups are strongly encouraged to apply.\nIf 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.","description_format":"text","description_chars":5219,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Accidental insurance","Dental insurance","Health insurance","Insurance coverage","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Natural Language Processing","Conversational AI","Speech & Audio AI"],"lifecycle":[{"event":"open","at":"2026-09-20T09:32:49Z"}],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.804,"p_room":0.9,"age_days":18,"expected_fill_days":43,"reasons":["conf:0","velocity","win:mid"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/observe-ai-technical-support-engineer-2-2","json_url":"https://alion.io/job/observe-ai-technical-support-engineer-2-2.json","meta":{"generated_at":"2026-09-24T02:47:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}