Technical Support Engineer - L2
J
JobgetherConversational AI
Based in IndiaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in technical support, implementation support, or a similar customer-facing technical role within a B2B SaaS environment.
- Required Skills
- PostgreSQLPythonSQLKibanaGrafanaRESTful APIsDatadog
Requirements
- Bring 5+ years of experience in technical support, implementation support, or a similar customer-facing technical role in a B2B SaaS environment.
- Debug REST APIs and webhooks, including authentication failures, integration traces, and event-driven architectures.
- Use PostgreSQL or SQL to query session data, analyze usage patterns, and validate data integrity.
- Use Python for diagnostic scripts, log parsing, troubleshooting, and lightweight internal tooling.
- Use observability platforms such as OpenSearch, Kibana, Grafana, or Datadog for queries, dashboards, and distributed traces.
- Understand voice technology concepts such as SIP and IVR routing, and distinguish ASR-related issues from AI model behavior.
- Use Salesforce Service Cloud or a comparable case-management platform for escalation tracking, documentation, and audit trails.
- Have hands-on experience with AI agent creation and orchestration, including agent configuration, tool chaining, guardrails, and multi-step workflow debugging.
- Use AI-assisted tools such as Cursor and Claude Code for codebase exploration, troubleshooting, and scripting.
- Evaluate AI conversation transcripts across voice and digital channels and identify quality or behavioral issues.
- Communicate effectively with technical and non-technical customer stakeholders and produce precise, audit-ready documentation.
- Work independently, manage a technical support queue, and exercise ownership and judgment during business-critical incidents.
- Familiarity with Kubernetes, including reading pod logs and understanding deployment states, is an advantage.
Responsibilities
- Own escalated technical support cases from investigation and root-cause analysis through resolution, customer confirmation, and case closure.
- Troubleshoot conversational AI flows, voice integrations, REST APIs, webhooks, core banking connectors, and integrated systems.
- Use logs, call recordings, transcripts, API traces, dashboards, and observability tools to diagnose production issues.
- Analyze AI conversations and behavior issues, and provide root-cause insights to Product and ML teams.
- Create, refine, and retire knowledge base content to improve AI resolution rates.
- Communicate case updates to customer technical and operational stakeholders and manage expectations.
- Manage escalated Salesforce Service Cloud tickets, including prioritization, resolution, and audit-ready documentation.
- Lead P1 and P2 incident response, coordinate war rooms, and prepare detailed post-mortems.
- File actionable bug reports and escalate compliance-sensitive issues involving call recordings, disclosure language, or member data.
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