Technical Support Engineer - 2

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 the 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

• Front-end all customer-reported issues.
• Review, identify, and help troubleshoot issues reported by the customers within the agreed SLA.
• Manage customer expectations and be the point of contact for all customer service issues.
• Proactively identify, diagnose, analyze, and troubleshoot the issues on the Observe.AI platform.
• Research alternative solutions or workarounds.
• Appropriately escalate issues internally and own them end-to-end till resolution.
• Implement regular upgrades to the tools and proactively monitor the platform.
• Document the issues and solutions and contribute to the knowledge base by recording internal and customer-facing videos. For example, help write SOPs, service notes, and troubleshooting documents.
• Learn new features, technologies, and become an SME of the platform

What you’ll bring to the role

• Bachelor’s degree required with major in a technical field preferred (e.g., Engineering); or an advanced degree is a plus.
• 4+ years’ experience in a similar role.
• Solid technical background, with a demonstrable understan