Technical Support Engineer
Job Summary
Owning escalated cases end-to-end, the full-time remote Technical Support Engineer will investigate complex issues across conversational AI flows and integrations, ensuring timely resolution and driving AI quality improvements for financial institutions.
Key responsibilities
- Manage escalated cases by identifying root causes, providing resolutions, and confirming with customers
- Analyze AI conversations to categorize issues and provide actionable insights for machine learning and product teams
- Coordinate incident responses and maintain audit-ready documentation in Salesforce Service Cloud
Required qualifications
- 5+ years of experience in technical or implementation support at a B2B SaaS company
- Proficiency in REST API and webhook debugging, including authentication failures and integration traces
- Experience with SQL for data validation and querying session data
- Familiarity with observability platforms such as OpenSearch, Grafana, or equivalent
- Hands-on experience with AI agent creation and orchestration, including debugging multi-step workflows
Complete Job Description
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