# Technical Support Engineer – 2

- Link: https://100xfounder.com/job/observe-ai-technical-support-engineer-2-11b968/
- Published: 2026-09-04T13:33:15+05:30
- Author: Ishaan Vardhan

### About Us

Observe.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.

Each 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.

Built 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.

### Why Join Us

At 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.

You’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.

### What you’ll be doing

 * **Technical Support & Case Management:** Own the triage, investigation, troubleshooting,
   and resolution of complex customer issues through ticketing systems and multiple
   communication channels, ensuring SLA adherence.
 * **Troubleshooting & Root Cause Analysis:** Diagnose issues across the Observe.
   AI platform, integrations, APIs, and cloud environments using logs, SQL, API 
   analysis, and debugging techniques.
 * **Customer Experience:** Provide timely, accurate, and clear communication throughout
   the support lifecycle and ensure issues are driven to resolution.
 * **Technical Escalations:** Work closely with Engineering and Product teams by
   providing detailed troubleshooting findings, logs, reproduction steps, and business
   impact.
 * **Cross-Functional Collaboration:** Partner with Engineering, Product, Customer
   Success, and other teams to resolve complex issues and drive product improvements.
 * **Customer Communication:** Translate technical concepts clearly for both technical
   and non-technical stakeholders and manage customer escalations with empathy and
   confidence.
 * **AI & Platform Support:** Build a strong understanding of Observe.AI products,
   including Voice AI, Chat AI, Companion, Agentic AI, and related integrations.
 * **Documentation:** Create and maintain troubleshooting guides, runbooks, knowledge-
   base articles, and technical documentation to improve support efficiency.
 * **Process Improvement:** Identify recurring issues and opportunities to improve
   support processes, tooling, automation, and customer experience.
 * **Incident & On-Call Support:** Participate in critical incident response, RCA
   activities, and on-call rotations as required.
 * **Projects:** Contribute to strategic initiatives that improve support operations,
   scalability, and the overall customer journey.

### What you’ll bring to the role

 * Bachelor’s degree in Computer Science, Engineering, IT, or a related technical
   field preferred.
 * 4–8 years of experience in Technical Support, Product Support, Support Engineering,
   or similar roles, preferably in a B2B SaaS environment.
 * Strong troubleshooting and debugging skills with hands-on experience in SQL, 
   REST APIs, integrations, and cloud environments.
 * Python or scripting experience for troubleshooting, automation, or data analysis
   is a plus.
 * Experience with AWS or other cloud platforms is preferred.
 * Understanding of AI/ML, conversational AI, chatbots, or Agentic AI systems is
   highly desirable.
 * Experience with tools such as Jira, Zendesk, DevRev, or similar platforms.
 * Excellent written and verbal English communication skills, with the ability to
   work effectively with technical and non-technical audiences.
 * Strong customer-centric mindset with excellent problem-solving and escalation
   management skills.
 * Ability to independently drive issues to resolution while working effectively
   with Engineering, Product, and Customer Success teams.
 * Comfortable working in a fast-paced environment, managing multiple priorities,
   and participating in on-call or flexible-hour, including US time zones (EST/PST).

### 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

### Our Commitment to Inclusion and Belonging

_Observe.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._

_We 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._

_If 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._