Technical Support Engineer II

About Us

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.

On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.

Why Join Us

At Observe.AI, we believe customer support is more than solving ticketsits about creating an unforgettable experience that turns customers into champions. As a Technical Support Engineer II, youll have the opportunity to do meaningful work that blends technical problem-solving with real impact on customer success.

Youll be part of a team that thrives on ownership, collaboration, and innovation. This is not just about maintaining systemsits about building scalable processes, sharing knowledge, and leaving your mark on a fast-growing company.

What youll be doing

• Provide efficient and accurate technical support for Observe.AIs 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.
• Proactively identify opportunities to improve team processes, support efficiency, and overall service quality.

What youll bring to the role

• 4+ years as a Technical Support Engineer on a B2B SaaS Support team
• 2+ years experience in SaaS Customer Success, Support, or Services
• Hands-on experience supporting Contact Center or CX platforms
• 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)
• Bachelors 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

Perks & Benefits

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging

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.

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.

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 .