Lead Technical Support Engineer

You ll be part of a team that thrives on ownership, collaboration, and innovation. This is not just about maintaining systems it s about building scalable processes, sharing knowledge, and leaving your mark on a fast-growing company.

What you ll be doing

• Provide efficient and accurate technical support for Observe.AI s product by configuring, maintaining, and supporting software platforms within production environments to ensure customer satisfaction
• Serve as the liaison with Engineering to escalate bugs, outages, and product requests, while improving deflection of escalations over time.
• Collaborate with Customer Success, Onboarding, and Product teams to drive an outstanding end-to-end customer experience.
• Leverage engineering tools (AWS, MongoDB, Azure, GCP, GitHub, Jenkins, etc.) to troubleshoot and resolve technical issues.
• Troubleshoot and support complex issues across integrations such as Telephony Platforms, Web
• Conferencing, APIs, Salesforce, and other 3rd-party systems.
• Analyze user challenges, deliver workarounds, and create knowledge base articles to improve self-servicesupport.
• Mentor and guide L2 Support agents while writing and reviewing technical documents for both internal and external audiences.
• Proactively identify opportunities to improve team processes, support efficiency, and overall service quality.

What you ll bring to the role

• 7+ years as a Technical Support Engineer on a B2B SaaS Support team
• 5+ years experience in SaaS Customer Success, Support, or Services
• Working technical knowledge of SaaS applications, cloud integrations, and architecture
• Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian
• StatusPage, JIRA, Confluence, GetFeedback)
• Bachelor s Degree or equivalent years of experience
• Nice to have Technical support experience with Dialer/Telephony/Web Conferencing platforms such as
• Outreach, Dialpad, Genesys, 8x8, TalkDesk, 3CLogic, and Five9
• working hours will be 6:00 PM to 3:00 AM IST