Technical Support Engineer - I

About Us

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.

On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.

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.
• 1+ years’ experience in a similar role.
• Solid technical background, with a demonstrable understanding of AI and machine learning.
• SaaS experience is essential.
• Python/scripting experience is an added advantage.
• Should have worked on tools like Zendesk, Confluence, JIRA, etc.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills in English.

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.