Service Desk Engineer- AI First

3CLogic; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

3CLogic in Noida is hiring a Service Desk Engineer focused on an AI-first approach to support. You will work with AI systems that triage tickets, analyze logs, trace IVR flows, and inspect Voice AI interactions in real time to resolve customer issues on the front line.

You’ll drive internal CLI and AI tooling, validate AI-generated triage analyses, and help sharpen AI systems as you use them. We hire for aptitude and demonstrated skill, not solely years of experience.

Qualifications

• Must have: strong troubleshooting mindset with methodical evidence gathering
• Real fluency with AI tools in technical work and ability to prompt effectively
• Comfort in a terminal, navigating a CLI, reading logs, and working with JSON/APIs
• Scripting ability in Python or Bash to automate investigations
• Excellent customer empathy and clear communication in English

Responsibilities

• Own and resolve customer tickets across CCaaS, Voice AI Hub, and ServiceNow integrations, meeting SLA targets
• Investigate issues using AI-assisted tooling: query logs, IVR traces, and AI analysis outputs
• Critically evaluate AI-generated triage outputs against raw evidence before acting
• Debug Voice AI agent behavior by reviewing transcripts and identifying issues
• Write automation to extend investigation workflows and reduce repetitive steps
• Escalate to L3 with evidence-backed handoffs; collaborate with TAMs
• Learn the ServiceNow ecosystem on the job; training provided

Skills

Troubleshooting

AI tooling proficiency

CLI / Logs analysis

Python / Bash scripting

English communication

Log / JSON / API familiarity

Customer empathy

Education

B.tech/M.tech/MCA (CSE/IT or related)

Tools

ServiceNow

Grafana

CloudWatch

jq

grep

Job description

Who We Are

At 3CLogic, we are big believers that our people are the most important asset we have and that winning is a team sport.

3CLogic is a fast growing, venture-backed, SaaS “startup” with our headquarters in Rockville, Maryland. Some of our roles are local to the main office and others are remote, but we have talented individuals working from everywhere as we continue to build our safety‑first hybrid remote and in‑person culture, and we care more about what you might bring to our team and where you want to go in your career than where you are located.

We realize you've very likely read tons of job descriptions that look a whole lot like this one. But what we can't put in words is why we would love to hear from you. You've heard the term “living in the gray area,” right? Well, a great fit for 3CLogic is someone who wants to live in technicolor. There's never a gray moment here! We are all entrepreneurs at heart, who believe that when you bring your full self to work, the possibilities are infinite.

What We Do

Ever call a company or organization for help and wait on hold forever only to get to a person who can’t help you? Well we are the ones that fix that!

3CLogic is a global provider of voice AI, Contact Center, and SMS solutions to enterprise and Global 2000 organizations worldwide – think 7‑Eleven, Swiss Railways, Regeneron, Northeastern University, Hyatt Hotels, or LabCorp. Organizations leverage our technology and services every day to increase the quality of service to their customers/employees, improve the performance of the agents serving them, lower their operational costs, and optimize how easy it is to analyze and manage it all. We make calling for help a positive experience and efficient channel for everyone!

A strategic ServiceNow and SAP partner, 3CLogic is paving the way for organizations to digitally transform customer and employee experiences, deliver conversational voice self-service offerings, enable remote work at scale, and leverage AI to drive better business outcomes.

General Job Details

Position Name: Service Desk Engineer‑ AI First

Experience: 2 to 6 yrs

Job Type: Permanent

Location: Sector‑142, Noida

Position Summary

3CLogic is a leading CCaaS and Voice AI platform, deeply integrated with ServiceNow, serving enterprise customers worldwide. Our Global Service Desk is not a traditional support team — we run an AI‑first operation where engineers work alongside AI systems that triage tickets, analyze logs, trace IVR flows, and inspect Voice AI interactions in real time.

We are hiring a Service Desk Engineer who treats AI as their primary instrument, not a novelty. You will resolve customer issues on the front line, but the way you work will look different from any support job you’ve had: you’ll drive our internal CLI and AI tooling to investigate logs, IVR traces, and Voice AI conversations; you’ll validate and act on AI-generated triage analysis; and you’ll help sharpen the AI systems themselves as you use them.

We are hiring for aptitude and demonstrated skill, not years of experience.

Key Responsibilities

• Own and resolve customer tickets across our CCaaS platform, Voice AI Hub, and ServiceNow integrations, meeting SLA and quality targets
• Investigate issues using AI-assisted tooling: query logs, IVR traces, and Voice AI interaction records through our CLI and other AI-based analysis tools
• Critically evaluate AI-generated triage output, confirm it against raw evidence (logs, traces, configs) before acting, and flag incorrect analyses
• Debug Voice AI agent behavior: review conversation transcripts, identify prompt/intent/flow issues, and reproduce failures
• Write automation (Python, Bash) to extend investigation workflows, enrich tickets, or eliminate repetitive steps
• Escalate to L3 with complete, evidence-backed handoffs; partner with TAMs on enterprise accounts
• Learn the ServiceNow ecosystem (CSM/ITSM, OpenFrame, Agent Workspace) on the job; we will train you

Qualifications

Candidates should be B.tech/M.tech/MCA (CSE/IT or related technical field)

Technical Requirements

We care about what you can demonstrably do, not how long you’ve done it.

Must have

• Strong troubleshooting instinct: you form hypotheses, gather evidence, and isolate root causes methodically
• Real fluency with AI tools in technical work, not casual chatbot use. You know how to prompt effectively, iterate, and (critically) recognize when AI output is wrong or incomplete
• Comfort in a terminal: navigating a CLI, reading and filtering logs (grep/jq/regex-level skills), working with JSON and APIs
• Scripting ability in Python or Bash, enough to automate a repetitive investigation step
• Customer empathy and composure under pressure
• Strong communication skills in spoken and written English: you will join live troubleshooting calls with customers and turn an internal investigation into a crisp customer update or RCA

Great to have

• Exposure to contact center/telephony concepts (SIP, IVR, call flows, CTI) or willingness to learn them fast
• ServiceNow familiarity
• Understanding of how LLMs work, prompting patterns, context windows, hallucination failure modes, and agentic tool use
• Experience with observability tools (Grafana, CloudWatch, log aggregation) or SQL