This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Technical Support & AI Engineer based in India.
We are seeking a technically skilled professional to resolve complex customer issues, streamline support operations, and improve the reliability of SaaS applications. In this role, you will serve as a key escalation point for challenging technical cases, investigating integration failures, connectivity issues, and unexpected platform behavior. You will collaborate closely with Engineering, Implementation, and Support teams to drive problems from initial diagnosis through final resolution. By leveraging AI tools, observability platforms, and technical documentation, you will help accelerate troubleshooting and improve support efficiency. This opportunity is ideal for a proactive problem-solver who combines technical expertise with strong project management and communication skills. You will join a collaborative, remote-first environment where continuous learning, customer success, and operational excellence are highly valued.
- Act as the primary technical escalation point for complex support cases that exceed first- and second-level troubleshooting capabilities.
- Investigate, diagnose, and resolve challenging technical issues involving integration failures, softphone and connector problems, network connectivity, and discrepancies between documented and actual platform behavior.
- Take end-to-end ownership of complex enterprise escalations, coordinating multiple workstreams, assigning next steps, tracking progress, and keeping customers and internal stakeholders informed until resolution.
- Assess issues against established escalation criteria, distinguishing confirmed defects, potential regressions, multi-organization problems, and other issues requiring Engineering involvement.
- Prepare comprehensive technical escalations with relevant logs, diagnostic findings, reproduction steps, and supporting evidence to help Engineering investigate efficiently.
- Provide technical guidance on networking, firewalls, VPNs, connectivity, softphone integrations, and Contact Center as a Service (CCaaS) environments.
- Collaborate directly with Engineering, Implementation Managers, and Support teams to resolve technical challenges and establish clear ownership across functions.
- Use observability and monitoring tools, such as Datadog or equivalent platforms, to investigate system behavior, identify anomalies, and support root-cause analysis.
- Leverage AI-powered tools to accelerate troubleshooting, structure technical investigations, improve documentation, and increase operational efficiency.
- Maintain and improve technical documentation, troubleshooting guides, internal runbooks, and escalation procedures to help support teams resolve more issues independently.
- Identify recurring technical problems and recommend process improvements that reduce escalation volume and improve resolution times.
- Manage multiple concurrent cases while maintaining accurate records, prioritizing urgent issues, and meeting agreed deadlines.
- Develop a thorough understanding of escalation workflows, technical systems, and cross-functional responsibilities to become a trusted owner of complex customer issues.
Requirements:
- Professional experience: 2–3 years of experience in technical support, support engineering, technical troubleshooting, or a related technical escalation role.
- Networking and connectivity: Working knowledge of networking fundamentals, firewalls, VPNs, and connectivity troubleshooting.
- Integration expertise: Familiarity with softphone integrations, connectors, and CCaaS platforms, with the ability to investigate complex integration behavior.
- Monitoring and observability: Experience using log analysis and observability tools, such as Datadog or equivalent platforms, to diagnose technical issues.
- Technical literacy: Basic familiarity with Python, JSON, HTML, CSS, and JavaScript to understand integration behavior, inspect technical configurations, and support troubleshooting.
- Case management: Experience using Salesforce Service Console or comparable customer support and case-management tools.
- Escalation management: Ability to assess technical issues, determine when they can be resolved within Support, and recognize when Engineering or other teams need to intervene.
- Project management and ownership: Demonstrated ability to manage ambiguous, multi-stakeholder problems, coordinate parallel workstreams, track outstanding actions, and drive issues through to resolution.
- AI proficiency: Practical experience using AI tools and a general understanding of prompting techniques to support technical investigations, documentation, and workflow improvement.
- Communication skills: Excellent written and verbal communication, with the ability to explain complex technical issues clearly to both technical and non-technical audiences.
- Analytical thinking: Strong critical-thinking and problem-solving abilities, including the capacity to investigate unfamiliar systems, identify root causes, and evaluate potential solutions.
- Organization and attention to detail: Ability to manage multiple open cases, maintain thorough documentation, and ensure that technical findings and handoffs are accurate.
- Self-motivation and adaptability: A proactive attitude, willingness to learn continuously, and ability to work independently in a remote environment.
- Preferred experience: Previous work in Tier 2 or Tier 3 technical support, technical escalations, SaaS environments, or contact-center technology is an advantage.
- Working hours: Willingness to work a Monday–Friday schedule aligned with US Eastern Time, from 8:00 AM to 5:00 PM EST.
Benefits:
- Competitive compensation: Annual salary package, with the exact salary range to be confirmed during the hiring process.
- Fully remote work: Work remotely from India.
- Health benefits: Access to healthcare benefits.
- Equipment provision: Work equipment provided to support your remote setup.
- Paid leave: Paid time off as part of the employment package.
- Full-time employment: A stable, full-time opportunity within a technical support and engineering environment.
- AI-driven innovation: Opportunities to use AI tools to improve troubleshooting, documentation, and support workflows.
- Cross-functional collaboration: Work closely with Engineering, Implementation, and Support teams on complex technical challenges.
- Professional development: Build expertise in SaaS support engineering, networking, observability, integrations, and AI-assisted operations.
- Meaningful ownership: Take responsibility for high-impact technical escalations and contribute to improving customer experience and operational performance.
