Technical Support & AI Engineer

📋 Description

• Act as the primary technical escalation point for complex support cases that exceed first- and
• Investigate, diagnose, and resolve challenging technical issues involving integration failures
• Take end-to-end ownership of complex enterprise escalations, coordinating multiple workstreams
• Assess issues against established escalation criteria, distinguishing confirmed defects, potential
• Prepare comprehensive technical escalations with relevant logs, diagnostic findings, reproduction
• Provide technical guidance on networking, firewalls, VPNs, connectivity, softphone integrations

🎯 Requirements

• 2-3 years of experience in technical support, support engineering, technical troubleshooting, or a
• Working knowledge of networking fundamentals, firewalls, VPNs, and connectivity troubleshooting.
• Familiarity with softphone integrations, connectors, and CCaaS platforms, with the ability to
• Experience using log analysis and observability tools, such as Datadog or equivalent platforms, to
• Basic familiarity with Python, JSON, HTML, CSS, and JavaScript to understand integration behavior
• Experience using Salesforce Service Console or comparable customer support and case-management

🎁 Benefits

• Competitive compensation: Annual salary package, with the exact salary range to be confirmed during
• Fully remote work: Work remotely from India.
• Health benefits: Access to healthcare benefits.
• Equipment provision: Work equipment provided to support your remote setup.
• Paid leave: Paid time off as part of the employment package.
• Full-time employment: A stable, full-time opportunity within a technical support and engineering