Description :

About Observe.AI

Observe.AI 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, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance. Observe.AI'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.

Observe.AI 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. Observe.AI is headquartered in San Francisco with offices in Bangalore, India. For more information, please visit www.Observe.AI.

Job Description :

Function : IT Operations and Support ? Technical / Production Support

Cloud ComputingTechnical SupportAWS

Responsibilities :

- 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.

Requirements :

- 7+ years as a Technical Support Engineer on a B2B SaaS Support team.

- 5+ years of 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 :