Technical Support Intern
4 days ago
About Us:
is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.
’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.
is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. is headquartered in Redwood City, CA with offices in Bangalore, India. For more information, please visit .
The Opportunity:
As a key member of our team, this role is technically savvy, highly organized and for somebody with excellent soft skills. You will be accountable for monitoring and managing the daily ticket inflow. This also includes reviewing the alerts or emails proactively, creating tickets for the L1 team to review and debug.
You might assist with pre-release testing and documentation of our application as and when needed, along with the delivery of customer-facing training materials. This role offers true career development potential for the right candidate. You will be well-rewarded for your success with a good salary, plus many of the perks you would expect in a bigger business.
What You Will Do as a Technical Support Intern :
- Monitor the network and create proactive tickets for alerts seen
- Monitor daily proactive emails and create tickets for various teams to review
- Perform basic troubleshooting on these issues and escalate wherever needed
- Proactively identify, diagnose, analyse, and troubleshoot the issues on the platform.
- Research alternative solutions or workarounds.
- Appropriately escalate issues internally and own it end to end till resolution.
- Document the issues, solutions and help contribute to the knowledge base by recording internal and customer-facing videos i.e., help write SOPs, service notes, and troubleshooting documents.
- Learn new features, and technologies and become an SME of the platform
Who you are :
- Bachelor’s degree required with major in a technical field preferred (e.g., Engineering.); or advanced degree a plus.
- 0 or 1 year of experience
- Immediate joiner
- Good technical background
- Should be willing to work in shifts, if needed (EMEA and US)
- Excellent client-facing and internal communication skills.
- Excellent written and verbal communication skills in English.
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 marginalised 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 .
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