Technical Support Engineer - 2

What you ll be doing Front-end all customer-reported issues. Review, identify, and help troubleshoot issues reported by the customers within the agreed SLA. Manage customer expectations and be the point of contact for all customer service issues. Proactively identify, diagnose, analyze, and troubleshoot the issues on the Observe.AI platform. Research alternative solutions or workarounds. Appropriately escalate issues internally and own them end-to-end till resolution. Implement regular upgrades to the tools and proactively monitor the platform. Document the issues and solutions and contribute to the knowledge base by recording internal and customer-facing videos. For example, help write SOPs, service notes, and troubleshooting documents. Learn new features, technologies, and become an SME of the platform What you ll bring to the role Bachelor s degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus. 4+ years experience in a similar role. Solid technical background, with a demonstrable understanding of AI and machine learning. SaaS experience is essential. Python/scripting experience is an added advantage. Should have worked on tools like Zendesk, Confluence, JIRA, etc. Excellent client-facing and internal communication skills. Excellent written and verbal communication skills in English. Perks & Benefits Comprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits Accidental insurance and group term life insurance coverage Privilege and sick leave in line with applicable statutory norms Generous national and festive holidays, along with well-defined parental leave policies Annual Learning & Development allowance to support continuous professional growth Rewards and recognition programs designed to encourage and celebrate high performance Regular team and culture-building events across the organization Flexible benefits for tax optimisation, including meal cards, provident fund, and other options Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.