Technical Support Engineer - L2

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

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

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

Advanced Technical Support

• 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 acknowledgment, 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

Feedback & Process Improvement

• 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

Technical

• 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

AI & Tooling

• 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

Communication & Agency

• 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, Comprehensive benefits

Communication & Agency

• 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, Comprehensive benefits