Technical Support Engineer - L2

Interface AI
Bengaluru
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Clear communication","Audit-ready documentation","High agency","Self-direction","Independent ownership"]

Own escalated, complex customer issues end-to-end for AI-powered virtual assistants in financial services. Investigate conversational AI and voice integrations across REST APIs, webhooks, core banking connectors, and observability tooling. Debug using logs, recordings, transcripts, and traces; categorize AI behavior gaps; and drive improvements by feeding structured insights to ML/Product. Manage P1/P2 incident response, maintain audit-ready Salesforce Service Cloud documentation, and produce customer-ready post-mortems.

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FursaFursa
Interface AI
Interface AI
1 day ago

Technical Support Engineer - L2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own escalated, complex customer issues end-to-end for AI-powered virtual assistants in financial services. Investigate conversational AI and voice integrations across REST APIs, webhooks, core banking connectors, and observability tooling. Debug using logs, recordings, transcripts, and traces; categorize AI behavior gaps; and drive improvements by feeding structured insights to ML/Product. Manage P1/P2 incident response, maintain audit-ready Salesforce Service Cloud documentation, and produce customer-ready post-mortems.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own escalated customer cases end-to-end: root cause, resolution, and confirmation
  • •Investigate issues across conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors
  • •Debug using logs, call recordings, digital transcripts, API traces, and observability tooling
  • •Analyze and categorize AI conversation root causes to enable ML/Product action, and close the feedback loop
  • •Lead P1/P2 incident response and maintain audit-ready case documentation in Salesforce Service Cloud, including post-mortems and preventive actions

Key Requirements

  • •5+ years in technical or implementation support at a B2B SaaS company
  • •Debug REST API and webhook issues (auth failures, integration traces, event-driven architecture)
  • •Use Postgres/SQL for session data queries and data integrity validation across integrated systems
  • •Write Python diagnostic scripts and perform log parsing with lightweight internal tooling
  • •Use observability platforms (e.g., OpenSearch, Kibana, Grafana, Datadog) and be familiar with voice channels (SIP, IVR) and Salesforce Service Cloud case management
Experience:5+ yearsB2B SaaSFinancial servicesCustomer supportAI/ML
Skills:Clear communicationAudit-ready documentationHigh agencySelf-directionIndependent ownership
Tech Stack:REST APIsWebhooksAPIsPythonPostgresSQLOpenSearchKibanaGrafanaDatadogSIPIVRASRSalesforce Service CloudKubernetesCursorClaude Code

Company Brief

Interface AI
Provides AI-powered virtual assistant and automation software for banks and credit unions. The platform helps financial institutions handle customer service, support routine banking tasks, and improve digital self-service across voice and chat channels.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Jose, United States
Founded: 2018
WebsiteLinkedIn