Technical Support & AI Engineer

<h3>Accountabilities:</h3><li>Act as the primary technical escalation point for complex support cases that exceed first- and second-level troubleshooting capabilities.</li><li>Investigate, diagnose, and resolve challenging technical issues involving integration failures, softphone and connector problems, network connectivity, and discrepancies between documented and actual platform behavior.</li><li>Take end-to-end ownership of complex enterprise escalations, coordinating multiple workstreams, assigning next steps, tracking progress, and keeping customers and internal stakeholders informed until resolution.</li><li>Assess issues against established escalation criteria, distinguishing confirmed defects, potential regressions, multi-organization problems, and other issues requiring Engineering involvement.</li><li>Prepare comprehensive technical escalations with relevant logs, diagnostic findings, reproduction steps, and supporting evidence to help Engineering investigate efficiently.</li><li>Provide technical guidance on networking, firewalls, VPNs, connectivity, softphone integrations, and Contact Center as a Service (CCaaS) environments.</li><li>Collaborate directly with Engineering, Implementation Managers, and Support teams to resolve technical challenges and establish clear ownership across functions.</li><li>Use observability and monitoring tools, such as Datadog or equivalent platforms, to investigate system behavior, identify anomalies, and support root-cause analysis.</li><li>Leverage AI-powered tools to accelerate troubleshooting, structure technical investigations, improve documentation, and increase operational efficiency.</li><li>Maintain and improve technical documentation, troubleshooting guides, internal runbooks, and escalation procedures to help support teams resolve more issues independently.</li><li>Identify recurring technical problems and recommend process improvements that reduce escalation volume and improve resolution times.</li><li>Manage multiple concurrent cases while maintaining accurate records, prioritizing urgent issues, and meeting agreed deadlines.</li><li>Develop a thorough understanding of escalation workflows, technical systems, and cross-functional responsibilities to become a trusted owner of complex customer issues.</li><h2>Requirements:</h2><li>
<strong>Professional experience:</strong>2–3 years of experience in technical support, support engineering, technical troubleshooting, or a related technical escalation role.</li><li>
<strong>Networking and connectivity:</strong>Working knowledge of networking fundamentals, firewalls, VPNs, and connectivity troubleshooting.</li><li>
<strong>Integration expertise:</strong>Familiarity with softphone integrations, connectors, and CCaaS platforms, with the ability to investigate complex integration behavior.</li><li>
<strong>Monitoring and observability:</strong>Experience using log analysis and observability tools, such as Datadog or equivalent platforms, to diagnose technical issues.</li><li>
<strong>Technical literacy:</strong>Basic familiarity with Python, JSON, HTML, CSS, and JavaScript to understand integration behavior, inspect technical configurations, and support troubleshooting.</li><li>
<strong>Case management:</strong>Experience using Salesforce Service Console or comparable customer support and case-management tools.</li><li>
<strong>Escalation management:</strong>Ability to assess technical issues, determine when they can be resolved within Support, and recognize when Engineering or other teams need to intervene.</li><li>
<strong>Project management and ownership:</strong>Demonstrated ability to manage ambiguous, multi-stakeholder problems, coordinate parallel workstreams, track outstanding actions, and drive issues through to resolution.</li><li>
<strong>AI proficiency:</strong>Practical experience using AI tools and a general understanding of prompting techniques to support technical investigations, documentation, and workflow improvement.</li><li>
<strong>Communication skills:</strong>Excellent written and verbal communication, with the ability to explain complex technical issues clearly to both technical and non-technical audiences.</li><li>
<strong>Analytical thinking:</strong>Strong critical-thinking and problem-solving abilities, including the capacity to investigate unfamiliar systems, identify root causes, and evaluate potential solutions.</li><li>
<strong>Organization and attention to detail:</strong>Ability to manage multiple open cases, maintain thorough documentation, and ensure that technical findings and handoffs are accurate.</li><li>
<strong>Self-motivation and adaptability:</strong>A proactive attitude, willingness to learn continuously, and ability to work independently in a remote environment.</li><li>
<strong>Preferred experience:</strong>Previous work in Tier 2 or Tier 3 technical support, technical escalations, SaaS environments, or contact-center technology is an advantage.</li><li>
<strong>Working hours:</strong>Willingness to work a Monday–Friday schedule aligned with US Eastern Time, from 8:00 AM to 5:00 PM EST.</li><h2>Benefits:</h2><li>
<strong>Competitive compensation:</strong>Annual salary package, with the exact salary range to be confirmed during the hiring process.</li><li>
<strong>Fully remote work:</strong>Work remotely from India.</li><li>
<strong>Health benefits:</strong>Access to healthcare benefits.</li><li>
<strong>Equipment provision:</strong>Work equipment provided to support your remote setup.</li><li>
<strong>Paid leave:</strong>Paid time off as part of the employment package.</li><li>
<strong>Full-time employment:</strong>A stable, full-time opportunity within a technical support and engineering environment.</li><li>
<strong>AI-driven innovation:</strong>Opportunities to use AI tools to improve troubleshooting, documentation, and support workflows.</li><li>
<strong>Cross-functional collaboration:</strong>Work closely with Engineering, Implementation, and Support teams on complex technical challenges.</li><li>
<strong>Professional development:</strong>Build expertise in SaaS support engineering, networking, observability, integrations, and AI-assisted operations.</li><li>
<strong>Meaningful ownership:</strong>Take responsibility for high-impact technical escalations and contribute to improving customer experience and operational performance.</li>