Technical Support Engineer - 3

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 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 Technical Support & Case Management: Own the triage, investigation, troubleshooting, and resolution of complex customer issues through ticketing systems and multiple communication channels, ensuring SLA adherence. Troubleshooting & Root Cause Analysis: Diagnose issues across the Observe.AI platform, integrations, APIs, and cloud environments using logs, SQL, API analysis, and debugging techniques. Customer Experience: Provide timely, accurate, and clear communication throughout the support lifecycle and ensure issues are driven to resolution. Technical Escalations: Work closely with Engineering and Product teams by providing detailed troubleshooting findings, logs, reproduction steps, and business impact. Cross-Functional Collaboration: Partner with Engineering, Product, Customer Success, and other teams to resolve complex issues and drive product improvements. Customer Communication: Translate technical concepts clearly for both technical and non-technical stakeholders and manage customer escalations with empathy and confidence. AI & Platform Support: Build a strong understanding of Observe.AI products, including Voice AI, Chat AI, Companion, Agentic AI, and related integrations.