Remote AI Support Engineer – FinTech Escalations & Quality

interface.ai; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first

High ownership

Comprehensive benefits

Job summary

Interface.ai is hiring for an Advanced Technical Support role in a remote-first setup. You will own escalated cases end-to-end, debug across AI flows, APIs, and integrations, and drive AI quality improvements with a focus on compliance and customer success.

You will also analyze AI conversations, refine knowledge bases, and coordinate incident response with engineering and customers to ensure timely resolutions and auditable records.

Qualifications

• 5+ years in technical or implementation support at a B2B SaaS company.
• REST API debugging, webhook tracing, and integration problem solving.
• SQL queries across distributed systems and data integrity checks.
• Python scripting for diagnostics and log analysis.
• Familiarity with observability tools and incident response workflows.
• Experience with Salesforce Service Cloud case management and audit trails.

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 and categorize AI behavior gaps across hallucination, misclassification, and coverage.
• Debug using logs, call recordings, transcripts, API traces, and observability tooling.
• Analyze escalated AI conversations and produce actionable insights for ML/PM teams.
• Write, refine, and retire knowledge base articles to improve resolution rates.
• Engage with customer technical stakeholders via email and calls.
• Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in Salesforce.
• Lead P1/P2 incident response: war room coordination and stakeholder updates.
• Write post-mortems with timeline, root cause, impact, and preventive actions.
• Maintain audit-ready case documentation throughout the lifecycle.

Skills

Technical support

REST API debugging

SQL queries

Python scripting

Observability tools

Salesforce Service Cloud

Tools

PostgreSQL

Python

OpenSearch

Kibana

Grafana

Datadog

Salesforce

Job description

Interface.ai is hiring for an Advanced Technical Support role in a remote-first setup. You will own escalated cases end-to-end, debug across AI flows, APIs, and integrations, and drive AI quality improvements with a focus on compliance and customer success.

You will also analyze AI conversations, refine knowledge bases, and coordinate incident response with engineering and customers to ensure timely resolutions and auditable records.