Only 24h Left: Product Engineer

About Us

Observe.AI enables enterprises to transform how they connect with customers - through AI agents and copilots that engage, assist, and act across every channel. From automating conversations to guiding human agents in real time to uncovering insights that shape strategy, Observe.AI turns every interaction into a driver of loyalty and growth. Trusted by global leaders, we're creating a future where every customer experience is smarter, faster, and more impactful.

Why Join Us

Join Observe.AI as a Customer Engineer and play a key role in supporting and strengthening the systems that power AI-driven customer experiences. You'll work at the intersection of customer-facing problem-solving and backend development, tackling complex operational challenges with SQL, Core Java, PL/SQL, or other programming languages. With hands-on experience in AWS and MongoDB, you'll troubleshoot APIs, manage incidents, monitor logs, and drive root cause analysis. This is your opportunity to sharpen your technical expertise, collaborate directly with customers, and make a visible impact on mission-critical systems.

You'll be part of a team that thrives on ownership, collaboration, and innovation. This is not just about maintaining systems—it's about building scalable processes, sharing knowledge, and leaving your mark on a fast-growing company.

What you'll be doing

- Provide efficient and accurate technical support for Observe.AI's 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-service support.
- Mentor and guide L2 Support agents while writing and reviewing technical documents for both internal and external audiences.
- Proactively identify opportunities to improve team processes, support efficiency, and overall service quality.

What you'll bring to the role

- 7+ years as a Technical Support Engineer on a B2B SaaS Support team
- 5+ years experience in SaaS Customer Success, Support, or Services
- 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)
- Bachelor's 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

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 and 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 www.observe.ai.

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