{"id":3612956,"url":"https://alion.io/job/observe-ai-technical-support-engineer-3","title":"Technical Support Engineer - 3","company":{"id":2599,"name":"Observe.AI","domain":"observe.ai","url":"https://alion.io/company/observe-ai","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"AI Agents","optional":true},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-11-02T14:41:24Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T06:22:53Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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\nTechnical Support & Case Management: Own the triage, investigation, troubleshooting, and resolution of complex customer issues through ticketing systems and multiple communication channels, ensuring SLA adherence.\nTroubleshooting & Root Cause Analysis: Diagnose issues across the Observe.AI platform, integrations, APIs, and cloud environments using logs, SQL, API analysis, and debugging techniques.\nCustomer Experience: Provide timely, accurate, and clear communication throughout the support lifecycle and ensure issues are driven to resolution.\nTechnical Escalations: Work closely with Engineering and Product teams by providing detailed troubleshooting findings, logs, reproduction steps, and business impact.\nCross-Functional Collaboration: Partner with Engineering, Product, Customer Success, and other teams to resolve complex issues and drive product improvements.\nCustomer Communication: Translate technical concepts clearly for both technical and non-technical stakeholders and manage customer escalations with empathy and confidence.\nAI & Platform Support: Build a strong understanding of Observe.AI products, including Voice AI, Chat AI, Companion, Agentic AI, and related integrations.\nDocumentation: Create and maintain troubleshooting guides, runbooks, knowledge-base articles, and technical documentation to improve support efficiency.\nProcess Improvement: Identify recurring issues and opportunities to improve support processes, tooling, automation, and customer experience.\nIncident & On-Call Support: Participate in critical incident response, RCA activities, and on-call rotations as required.\nProjects: Contribute to strategic initiatives that improve support operations, scalability, and the overall customer journey.\nWhat you’ll bring to the role\nBachelor’s degree in Computer Science, Engineering, IT, or a related technical field preferred.\n6 - 10 years of experience in Technical Support, Product Support, Support Engineering, Technical Account Management(TAM) or similar roles, preferably in a B2B SaaS environment.\nExcellent written and verbal English communication skills, with the ability to work effectively with technical and non-technical audiences.\nStrong troubleshooting and debugging skills with hands-on experience in SQL, REST APIs, integrations, and cloud environments.\nPython or scripting experience for troubleshooting, automation, or data analysis is a plus.\nExperience with AWS or other cloud platforms is preferred.\nUnderstanding of AI/ML, conversational AI, chatbots, or Agentic AI systems is highly desirable.\nExperience with tools such as Jira, Zendesk, DevRev, or similar platforms.\nStrong customer-centric mindset with excellent communication, analytical, and problem-solving skills, with the ability to manage high-priority escalations, and explain technical concepts clearly to diverse audiences.\nAbility to independently drive issues to resolution while working effectively with Engineering, Product, and Customer Success teams.\nComfortable working in a fast-paced environment, managing multiple priorities, and participating in on-call or flexible-hour, including US time zones (EST/PST).\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. 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