Technical Support Engineer - 2

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.

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 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.

• Front-end all customer-reported issues and own them through resolution.

• Review, identify, troubleshoot, and resolve issues reported by customers within agreed SLAs.

• Manage customer expectations and serve as the primary point of contact for technical support issues.

• Proactively identify, diagnose, analyze, and troubleshoot issues on the Observe.AI platform.

• Escalate complex technical issues to Engineering with appropriate debugging information and impact analysis.

• Work cross-functionally with Product, Engineering, and Customer Success teams to drive issue resolution.

• Perform log analysis, API troubleshooting, and root cause analysis for customer issues.

• Create and maintain internal knowledge base articles and troubleshooting documentation.

• Continuously improve support processes and contribute to operational excellence.

• Participate in on-call rotations and provide support during critical customer incidents as required

What you’ll bring to the