Technical Support Engineer III

As a Technical Support Engineer III at Observe.AI, you will play a crucial role in ensuring a world-class customer experience for our clients. Your technical expertise and experience will be instrumental in fostering a customer-first mindset in every interaction. Your key responsibilities will include: - Providing efficient and accurate technical support for Observe.AI's product to guarantee customer satisfaction - Increasing support technical acumen to improve the deflection rate of engineering-based escalations over time - Acting as the liaison with Engineering to escalate bugs, outages, and product requests - Collaborating with Customer Success, Onboarding, and Product teams to enhance the overall customer experience - Analyzing user challenges and offering potential workarounds and creating knowledge base articles - Identifying opportunities to enhance team processes proactively - Supporting integrations with various platforms including Telephony, Web Conferencing, API, Salesforce, and other 3rd party integrations - Mentoring L2 Support agents, writing and reviewing technical documents for internal and public use, and engaging in continuing education opportunities Qualifications required for this role include: - 7+ years of experience as a Technical Support Engineer in a B2B SaaS Support team - 5+ years of experience in SaaS Customer Success, Support, or Services - Working technical knowledge of SaaS applications, cloud integrations, and architecture - Familiarity with Customer Support tech stack such as Zendesk, Freshdesk, PagerDuty, etc. - Ability to prioritize multiple tasks while executing high-level objectives - Strong verbal and written communication skills - Demonstrated ability to troubleshoot and find solutions effectively Preferred Skills and Qualifications: - 5+ years of experience in an object-oriented programming language or scripting language - Technical support experience with Dialer/Telephony/Web Conferencing platforms - Understanding of the CCaaS industry and modern technology practices - Industry certifications would be beneficial Furthermore, Observe.AI offers excellent compensation, benefits, and perks including medical insurance, leaves, holidays, recognition policies, and opportunities for continuous learning and professional development. The company is committed to fostering an inclusive culture that celebrates diversity and respects individuals from all backgrounds. If you are ready to contribute to shaping the future of Observe.AI and have a passion for making an impact, we welcome you to apply for this exciting opportunity.,