Technical Support Engineer III

Role Overview: As a Technical Support Engineer III at Observe.AI, you will play a crucial role in providing efficient and accurate technical support for Observe.AI's product to ensure customer satisfaction. Your technical expertise and experience will help drive a customer-first mindset with every customer interaction. You will be responsible for improving the deflection rate of engineering-based escalations, collaborating with various teams, analyzing user challenges, providing support for integrations, mentoring L2 Support agents, and continuously improving team processes. Key Responsibilities: - Provide efficient and accurate technical support for Observe.AI's product to ensure customer satisfaction. - Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time. - Become the liaison with Engineering to escalate bugs, outages, and product requests. - Collaborate with Customer Success, Onboarding, and Product teams to drive outstanding customer experience. - Analyze user challenges and provide potential workarounds and knowledge base articles. - Proactively identify opportunities to improve team processes. - Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations. - Mentor L2 Support agents, write and review technical documents for internal and public use, and leverage opportunities for continuing education. - Make improvements to existing product documentation and assist in the development of internal and customer training materials. - Participate in escalated ticket/incident management and defect tracking. - Establish and maintain working relationships with internal teams to improve customer satisfaction. - Support complex issues, troubleshoot problems within various customers, and configure software platforms within production environments. - Work closely with other teams to enhance customer satisfaction. Qualifications Required: - 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). - Ability to prioritize multiple tasks and projects simultaneously while executing high-level objectives. - Excellent verbal and written communication skills. - Proven track record of demonstrated ability to dive into the weeds and find solutions. Preferred Skills and Qualifications: - 5+ years experience in an object-oriented programming language or scripting language (i.e., Javascript, HTML, CSS, SQL, PHP, Python). - Technical support experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Genesys, 8x8, TalkDesk, 3CLogic, and Five9. - Understanding of the CCaaS industry and modern technology practices. - Industry certifications are a plus. (Note: Compensation, Benefits, and Perks section have been omitted as per the instructions),