Lead Technical Support Engineer

About Us Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business. Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents. It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management. Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel. Why Join Us At Observe.AI, we believe customer support is more than solving tickets—it’s about creating an unforgettable experience that turns customers into champions. As a Technical Support Engineer III, you’ll have the opportunity to do meaningful work that blends technical problem-solving with real impact on customer success. 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-servicesupport. 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 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