Technical Support Engineer - L2
interface.ai · Remote · Bangalore ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote position
- L2 Technical Support
- B2B SaaS experience
- Python & SQL skills
- AI agent debugging
Interface.ai builds generative AI virtual assistants that automate customer service for financial institutions. As an L2 Support Engineer, you will manage technically complex and compliance-sensitive escalations that autonomous agents cannot resolve.
You will serve as a technical partner to customers, driving root cause analysis across voice and chat channels while feeding insights back to product and engineering teams to enhance AI accuracy.
What you'll do
- Own escalated cases end-to-end from root cause analysis to resolution
- Investigate issues across conversational AI flows, APIs, and banking connectors
- Identify AI behavior gaps such as hallucinations or intent misclassification
- Debug using logs, call recordings, API traces, and observability tools
- Analyze conversations to provide specific feedback for ML and product teams
- Lead P1/P2 incident response and coordinate war room activities
- Write post-mortems and maintain audit-ready documentation in Salesforce
What you'll need
- 5+ years in technical or implementation support at a B2B SaaS company
- Experience debugging REST APIs, webhooks, and event-driven architectures
- Proficiency with Postgres/SQL for data validation and session queries
- Python scripting skills for diagnostics and log parsing
- Familiarity with observability platforms like Datadog, Grafana, or Kibana
- Understanding of voice channels including SIP, IVR, and ASR errors
- Experience with Salesforce Service Cloud or similar case management tools
Nice to have
- Familiarity with Kubernetes for reading pod logs and cluster context
- Hands-on experience with AI agent creation and orchestration
- Proficiency with Cursor and Claude Code for investigations
Stack
- Python
- SQL
- Postgres
- REST API
- Salesforce Service Cloud
- OpenSearch
- Kibana
- Grafana
- Datadog
- Cursor
- Claude Code
How you'll work
- Remote-first work policy
- Rotational shifts required
What you get
- Comprehensive benefits package
- High ownership culture