Provide technical support and case management for Observe.AI platform, troubleshooting complex customer issues, collaborating with engineering and product teams, and contributing to documentation and process improvement.
- Own triage, investigation, troubleshooting, and resolution of complex customer issues through ticketing systems and multiple communication channels
- Diagnose issues across the Observe.AI platform, integrations, APIs, and cloud environments using logs, SQL, API analysis, and debugging techniques
- Provide timely, accurate, and clear communication throughout the support lifecycle
- Work closely with Engineering and Product teams by providing detailed troubleshooting findings, logs, reproduction steps, and business impact
- Partner with Engineering, Product, Customer Success, and other teams to resolve complex issues and drive product improvements
- Bachelor’s degree in Computer Science, Engineering, IT, or a related technical field
- Nice to have: AI/ML
- Nice to have: conversational AI
- Nice to have: chatbots
- Nice to have: Agentic AI systems
