Technical Support Engineer - 3

ReerHub; Bengaluru; On-site; INR 1,800,000 - 4,000,000; Full time

Benefits offered by this job

Comprehensive medical insurance for 1+

Accidental and group term life

Annual learning & development budget

Flexible benefits and holidays

Team and culture-building events

Job summary

Observe.AI is hiring for a senior Technical Support / Support Engineer role based in Bengaluru, India. You will own triage, investigation, and resolution of complex customer issues across ticketing systems and multiple channels, working closely with Engineering, Product, and Customer Success to improve the product and customer experience.

The role requires 6–10 years in technical/B2B SaaS support, strong SQL, REST APIs, Python, and cloud experience, and excellent English communication.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, IT or related technical field preferred.
• 6-10 years in Technical Support, Product Support, Support Engineering, TAM or similar in B2B SaaS.
• Excellent English communication with technical and non-technical audiences.
• Strong troubleshooting with SQL, REST APIs, integrations and cloud.
• Python or scripting experience for troubleshooting/automation is a plus.
• Experience with AWS or other cloud platforms preferred.
• Understanding of AI/ML, conversational AI, chatbots or Agentic AI desirable.
• Experience with Jira, Zendesk, DevRev or similar platforms.
• Customer-centric mindset with problem-solving and high-priority escalation skills.
• Ability to drive issues to resolution with cross-functional teams.
• Comfortable in fast-paced environments and flexible hours including US time zones.

Responsibilities

• Own triage, investigation, troubleshooting, and resolution of complex customer issues across ticketing systems and multiple channels.
• Diagnose issues across the Observe.AI platform, integrations, APIs, and cloud environments using logs and debugging techniques.
• Provide timely, clear communication throughout the support lifecycle and drive issues to resolution.
• Work with Engineering and Product on detailed troubleshooting findings, logs, and reproduction steps.
• Collaborate with Engineering, Product, Customer Success to solve complex issues and drive product improvements.
• Translate technical concepts for technical and non-technical stakeholders and manage escalations with empathy.
• Build understanding of Observe.AI products (VoiceAI, ChatAI, Companion, AgenticAI) and related integrations.
• Create and maintain troubleshooting guides, runbooks, knowledge base articles, and technical documentation.
• Identify recurring issues and opportunities to improve support processes, tooling, automation and customer experience.
• Participate in incident response, RCA activities, and on-call rotations as required.
• Contribute to strategic initiatives that improve support operations and the customer journey.

Skills

SQL

REST APIs

Python

Cloud/AWS

Troubleshooting

Customer Support

Education

Bachelor’s degree in CS/Engineering/IT

Tools

Jira

Zendesk

DevRev

Job description

About Us

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

Why Join Us

At Observe, you’ll play a critical role in delivering an exceptional customer and product experience. This position offers the opportunity to work at the intersection of technology, problem-solving, and customer impact—owning issues end-to-end and collaborating closely with cross-functional teams to drive resolution.

You’ll gain hands-on exposure to real-world technical challenges, contribute to pre-release testing and product quality, and help shape customer-facing documentation and training materials. Beyond day-to-day work, this role offers strong career growth, meaningful ownership, and the chance to grow alongside a fast-scaling organization—backed by competitive compensation and benefits typically found in larger, established companies.

What you’ll be doing

• TechnicalSupport&CaseManagement:Ownthetriage,investigation,troubleshooting,andresolutionofcomplexcustomerissuesthroughticketingsystemsandmultiplecommunicationchannels,ensuringSLAadherence.


• Troubleshooting&RootCauseAnalysis:DiagnoseissuesacrosstheObserve.AIplatform,integrations,APIs,andcloudenvironmentsusinglogs,SQL,APIanalysis,anddebuggingtechniques.


• CustomerExperience:Providetimely,accurate,andclearcommunicationthroughoutthesupportlifecycleandensureissuesaredriventoresolution.


• TechnicalEscalations:WorkcloselywithEngineeringandProductteamsbyprovidingdetailedtroubleshootingfindings,logs,reproductionsteps,andbusinessimpact.


• Cross-FunctionalCollaboration:PartnerwithEngineering,Product,CustomerSuccess,andotherteamstoresolvecomplexissuesanddriveproductimprovements.


• CustomerCommunication:Translatetechnicalconceptsclearlyforbothtechnicalandnon-technicalstakeholdersandmanagecustomerescalationswithempathyandconfidence.


• AI&PlatformSupport:BuildastrongunderstandingofObserve.AIproducts,includingVoiceAI,ChatAI,Companion,AgenticAI,andrelatedintegrations.


• Documentation:Createandmaintaintroubleshootingguides,runbooks,knowledge-basearticles,andtechnicaldocumentationtoimprovesupportefficiency.


• ProcessImprovement:Identifyrecurringissuesandopportunitiestoimprovesupportprocesses,tooling,automation,andcustomerexperience.


• Incident&On-CallSupport:Participateincriticalincidentresponse,RCAactivities,andon-callrotationsasrequired.


• Projects:Contributetostrategicinitiativesthatimprovesupportoperations,scalability,andtheoverallcustomerjourney.

What you’ll bring to the role

• Bachelor’sdegreeinComputerScience,Engineering,IT,orarelatedtechnicalfieldpreferred.


• 6 - 10 years of experience in Technical Support, Product Support, Support Engineering, Technical Account Management(TAM) or similar roles, preferably in a B2B SaaS environment.


• ExcellentwrittenandverbalEnglishcommunicationskills,withtheabilitytoworkeffectivelywithtechnicalandnon-technicalaudiences.


• Strong troubleshooting and debugging skills with hands-on experience in SQL, REST APIs, integrations, and cloud environments.


• Pythonorscriptingexperiencefortroubleshooting,automation,ordataanalysisisaplus.


• ExperiencewithAWSorothercloudplatformsispreferred.


• UnderstandingofAI/ML,conversationalAI,chatbots,orAgenticAIsystemsishighlydesirable.


• ExperiencewithtoolssuchasJira,Zendesk,DevRev,orsimilarplatforms.


• Strongcustomer-centricmindsetwithexcellentcommunication,analytical,andproblem-solvingskills,withtheabilitytomanagehigh-priorityescalations,andexplaintechnicalconceptsclearlytodiverseaudiences.


• AbilitytoindependentlydriveissuestoresolutionwhileworkingeffectivelywithEngineering,Product,andCustomerSuccessteams.


• Comfortableworkinginafast-pacedenvironment,managingmultiplepriorities,andparticipatinginon-callorflexible-hour,includingUStimezones(EST/PST).

Perks & Benefits

• Comprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits


• Accidental insurance and group term life insurance coverage


• Privilege and sick leave in line with applicable statutory norms


• Generous national and festive holidays, along with well-defined parental leave policies


• Annual Learning & Development allowance to support continuous professional growth


• Rewards and recognition programs designed to encourage and celebrate high performance


• Regular team and culture-building events across the organization


• Flexible benefits for tax optimisation, including meal cards, provident fund, and other options

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 www.observe.ai.