Technical Support Engineer - L2

Mployee.me; Bengaluru; Remote; INR 400,000 - 700,000; Full time

Benefits offered by this job

Remote-first

High ownership

AI innovation at the frontier of金融

Job summary

Interface.ai seeks an experienced technical support professional to own escalated cases end-to-end, diagnose root causes, and drive rapid resolution for complex, compliance-sensitive issues in our AI-powered platform serving banks and credit unions.

You will investigate AI behavior gaps, debug across logs, APIs, and workflows, write post-mortems, and maintain audit-ready case documentation in Salesforce Service Cloud, while collaborating with Engineering and Product teams in a remote-first

Qualifications

• 5+ years in technical or implementation support at a B2B SaaS company.
• Strong debugging of REST APIs, webhooks, and event-driven flows.
• Proficient SQL for session data queries and integrity checks.
• Python scripting for diagnostics and tooling.
• Experience with observability dashboards and traces.
• Familiarity with voice channels, IVR, and ASR errors.
• Experience in Salesforce Service Cloud case management and audit trails.
• Knowledge of Kubernetes deployment states and pod logs is a plus.
• Hands-on with AI agent creation, orchestration, and guardrails.
• Able to document cases clearly for non-technical leadership.

Responsibilities

• Own escalated cases end-to-end: root cause, resolution, and customer confirmation.
• Investigate issues across conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors.
• Identify AI behavior gaps and categorize root causes for ML/Product action.
• Debug using logs, call recordings, transcripts, API traces, and observability tooling.
• Write, refine, and retire knowledge base articles to raise AI resolution rates.
• Engage with customer stakeholders via email and calls; manage incidents in Salesforce.
• Lead P1/P2 incident response with war room coordination and stakeholder updates.
• Write post-mortems for leadership and compliance review; surface structured insights for Product/ML.
• Maintain audit-ready case documentation throughout in Salesforce.
• File actionable bug reports for Engineering and surface recurring patterns.

Skills

Escalation ownership

REST API debugging

Postgres/SQL

Python scripting

Observability tools

Voice channel familiarity

Salesforce Service Cloud

Kubernetes understanding

AI agent creation

Documentation and audit trails

Tools

OpenSearch

Kibana

Grafana

Datadog

Cursor

Claude Code

Job description

About Interface.ai

Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions - automating customer service across voice and chat for 100+ financial institutions. Our proprietary AI achieves 90%+ accuracy on Day 1.

About The Role

Rotational Shifts

Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end, drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity.

What You'll Do

• Own escalated cases end-to-end: root cause, resolution, and customer confirmation


• Investigate issues across conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors


• Identify and categorize AI behavior gaps across hallucination, intent misclassification, knowledge coverage, flow misconfiguration, and integration issues


• Debug using logs, call recordings, digital transcripts, API traces, and observability tooling


• AI Agent Quality & Improvement: Analyze escalated AI conversations, categorize root causes with enough specificity for ML/Product to act on, and close the feedback loop


• Write, refine, and retire knowledge base articles to continuously raise AI resolution rates


• Incident & Customer Management: Engage directly with customer technical and operational stakeholders via email and calls


• Ensure timely acknowledgement, prioritization, and resolution of escalated tickets in Salesforce Service Cloud


• Lead P1/P2 incident response: war room coordination, timestamped updates, parallel stakeholder management across Engineering and customer teams


• Write post-mortems suitable for customer leadership and compliance review: timeline, root cause, impact, resolution, preventive actions


• Maintain audit-ready case documentation in Salesforce Service Cloud throughout


• File actionable bug reports Engineering can act on without follow-up


• Surface recurring patterns as structured insights to Product and ML teams


• Flag compliance-adjacent issues immediately: call recording, disclosure language, member data

What You'll Bring

• 5+ years in technical or implementation support at a B2B SaaS company


• REST API and webhook debugging: auth failures, integration traces, event-driven architecture


• Postgres/SQL: session data queries, usage patterns, data integrity validation across integrated systems


• Python scripting: diagnostic scripts, log parsing, lightweight internal tooling


• Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries, dashboards, distributed traces


• Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model errors


• Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail documentation


• Familiarity with Kubernetes: reading pod logs, understanding deployment states, and navigating cluster context during incident investigation is a plus


• Hands-on with AI agent creation and orchestration: configuring agents, chaining tools, defining guardrails, debugging multi-step workflows


• Proficient with Cursor and Claude Code for investigations, codebase exploration, and scripting


• Able to critically evaluate AI conversation transcripts across voice and digital channels


• Clear written and verbal communication with both technical and non-technical customer stakeholders


• Precise, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation


• High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close


• Highly self-directed: manages own queue, no supervision needed

Why Join Us

• Remote-first


• High ownership


• AI innovation at the frontier of financial services