Technical Support Engineer - Level 3

Observeai in San Francisco, CA

Be part of the Contact Center Industry Disruption with Observe.AI

About Us
Observe.AI is an Intelligent Workforce Platform that transforms contact centers by embedding AI into 100% of customer conversations, optimizing agent performance, and automating repeatable processes that drive revenue and retention. With Observe.AI , contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using baked-in coaching and evaluation workflows, and improve key business metrics across every customer touchpoint.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai .
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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 .

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.

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. Pursuant to the San Francisco Fair Ordinance and other similar state laws and local ordinances, and its internal policy, Observe.AI will also consider for employment qualified applicants with arrest and conviction records.

    • Provide escalation support for Level 1 and Level 2 engineers for tickets generated by customers and alerting systems in a timely and accurate manner to ensure a swift resolution that meets or exceeds SLA requirements.
    • Work on critical, highly complex customer problems that may span multiple services of our platform and apply advanced troubleshooting techniques to provide internal support and unique solutions to our customer’s individual needs.
    • Work on resolving customer-specific vocabulary issues in Speech transcription, tickets related to machine learning and resolve them effectively in a timely manner.
    • Strong understanding of support processes, SLAs, handling tickets, monitoring, processes and metrics.
    • Interface with Engineering and assist the customer with testing or troubleshooting and ensure timely resolution of issues by owning it end to end
    • Reproduce customer issues to verify problems, provide workarounds and then work on fixing it
    • Learn and use groundbreaking technologies to advance the Company’s position by providing scalable solutions.
    • Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services, support-related processes, and our customers’ technical support experience.
    • Drive customer communication during critical events.
    • Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience.
    • Write, review, and enhance internal SOPs, tools/scripts, tutorials, and other technical articles for the team and the company.
    • Coach/mentor new hires, interact with other departments, and lead engineers on process improvement and strategic initiatives.
    • Assist in developing on-going training programs for the department.
    • Ensure day to day queue management (inflow of cases) and also be a part of the on-call team on rotational basis
    • Extensive collaboration with product teams, mainly ahead of new product releases to enable support on the new features, and also provide feedback during the product dev cycle from the Support perspective.
    • Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications
    • Willingness and ability to learn new technology at a fast pace.
    • Minimum 6+ year experience working as Support Engineer/ Sr. Support Engineer in a SaaS organization
    • Experienced in leading teams and managing critical cases/events
    • Understands AI and machine learning
    • Experience with scripting languages like python to run scripts whenever needed
    • Preferred to have experience with Engineering apps: AWS, MongoDB, Loggly, Azure, GCP, New Relic, BitBucket, Github, Jenkins
    • This role will require participation in a rotating on-call schedule
    • Excellent client-facing and internal communication skills
    • Excellent medical, dental, and vision insurance options
    • Flexible PTO
    • Generous holiday (federal and wellness) recognition and parental leave policies
    • 401K plan to save for your future
    • Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
    • Learning & Development fund to support you in your continuing education journey and professional development
    • Fun events to build culture across the organization
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