Technical Support & AI Engineer

New

Based in India; Work remotely from India., Monday–Friday schedule aligned with US Eastern Time, from 8:00 AM to 5:00 PM EST.Full-TimeMiddle

Salary not disclosed

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Job Details

Experience: 2–3 years of experience in technical support, support engineering, technical troubleshooting, or a related technical escalation role.
Required Skills: PythonDatadogNetworkingTechnical support

Have 2–3 years of experience in technical support, support engineering, technical troubleshooting, or a related technical escalation role.
Have working knowledge of networking fundamentals, firewalls, VPNs, and connectivity troubleshooting.
Be familiar with softphone integrations, connectors, and CCaaS platforms.
Have experience using log analysis and observability tools such as Datadog or equivalent platforms.
Have basic familiarity with Python, JSON, HTML, CSS, and JavaScript.
Have experience with Salesforce Service Console or comparable customer support and case-management tools.
Be able to assess technical issues and identify when Engineering or other teams need to intervene.
Be able to coordinate multiple workstreams, track actions, and drive ambiguous, multi-stakeholder issues through resolution.
Have practical experience using AI tools and a general understanding of prompting techniques.
Be able to explain complex technical issues clearly to technical and non-technical audiences.
Be able to manage multiple open cases and maintain accurate documentation and handoffs.
Be willing to work Monday–Friday, 8:00 AM to 5:00 PM EST.

Act as the primary technical escalation point for complex support cases beyond first- and second-level troubleshooting.
Investigate and resolve integration failures, softphone and connector problems, network connectivity issues, and discrepancies between documented and actual platform behavior.
Own enterprise escalations end to end by coordinating workstreams, assigning next steps, tracking progress, and keeping customers and internal stakeholders informed.
Assess issues against escalation criteria and identify confirmed defects, potential regressions, multi-organization problems, and issues requiring Engineering involvement.
Prepare technical escalations with logs, diagnostic findings, reproduction steps, and supporting evidence.
Provide technical guidance on networking, firewalls, VPNs, connectivity, softphone integrations, and CCaaS environments.
Use observability and monitoring tools such as Datadog to investigate system behavior, identify anomalies, and support root-cause analysis.
Use AI-powered tools to support troubleshooting, technical investigations, documentation, and workflow improvement.
Maintain technical documentation, troubleshooting guides, internal runbooks, and escalation procedures.
Manage concurrent cases, maintain accurate records, prioritize urgent issues, and meet agreed deadlines.

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