Lead Technical Support Engineer

7 - 12 years

9 - 14 Lacs

Posted:-1 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

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

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Observe.AI logo
Observe.AI

Software Development

Redwood City California

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