← All roles

Technical Support Engineer - L2

interface.ai· IT
Apply on company site
Remote$0Full-timePosted 1mo ago

About the role

Technical Support Engineer for L2 specializing in advanced technical support for AI-powered virtual assistants in a remote, Bangalore-based role with a focus on escalations, AI quality improvement, and customer collaboration.

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, intent misclassification, knowledge coverage, flow misconfiguration, and integration issues
  • Debug using logs, call recordings, digital transcripts, API traces, and observability tooling
  • 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
  • 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
  • File actionable bug reports for Engineering, surface recurring patterns to Product and ML teams, and flag compliance-adjacent issues immediately (call recording, disclosure language, member data)

Qualifications

  • 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, deployment states, incident investigation is a plus
  • Hands-on with AI agent creation and orchestration: configuring agents, chaining tools, guardrails, debugging multi-step workflows
  • Proficient with Cursor and Claude Code for investigations, codebase exploration, and scripting
  • Ability to evaluate AI conversation transcripts across voice and digital channels
  • Clear written and verbal communication with technical and non-technical stakeholders
  • Precise, audit-ready documentation; high agency and self-directed work style

Skills

Required:Escalation managementAPI debuggingSQL/PostgreSQLPython scriptingObservability tooling

Benefits

  • Comprehensive benefits
  • Remote-first work culture
  • High ownership and AI innovation at the frontier of financial services
Last updated Aug 28, 2026. Interested? Apply on the company site.

About interface.ai

The Most Capable AI Agents for Credit Unions & Community Banks

The site promotes The Most Capable BankGPT Platform for Credit Unions and Community Banks, featuring Agentic AI solutions for banking, voice, chat, fraud prevention, and compliance.

voice AIchatbotsai co-pilotartificial intelligencevirtual assistantdigital bankingcall center automationai banking bot
Company profileWebsite

More open roles at interface.ai