Observe.AI
About this role
A front line technical support role on an AI product, which is a more interesting version of the job than it sounds. You would own customer reported issues end to end: triaging within SLA, reproducing and diagnosing problems on the Observe.AI platform, finding workarounds, and escalating internally while keeping ownership until it is resolved. The posting also puts you into pre release testing and into the knowledge base, writing SOPs, service notes and troubleshooting documents and recording internal and customer facing videos, so the work feeds product quality rather than only closing tickets. It asks 4+ years in a similar role, SaaS experience as essential, and a demonstrable understanding of AI and machine learning. Python or scripting is an advantage, and Zendesk, Confluence and JIRA are named.
Who this is for
What the posting asks for:
- A bachelor's degree, with a technical major such as engineering preferred. An advanced degree is a plus.
- 4+ years of experience in a similar role.
- A solid technical background with a demonstrable understanding of AI and machine learning.
- SaaS experience, which the posting marks as essential.
- Experience with tools such as Zendesk, Confluence and JIRA.
- Excellent client facing and internal communication skills.
- Excellent written and verbal English.
Counts as an advantage:
- Python or other scripting experience.
The day to day: front ending all customer reported issues, reviewing and troubleshooting them within the agreed SLA, managing customer expectations as the point of contact for service issues, proactively diagnosing and analysing problems on the platform, researching alternative solutions and workarounds, escalating internally and owning issues through to resolution, running regular tool upgrades and monitoring the platform, documenting issues and solutions into the knowledge base including SOPs and service notes and recorded videos, and becoming a subject matter expert on the platform.
Experience: the posting states 4+ years in a similar role.
Location: Bengaluru.
What the posting offers beyond the work, in its own words: hands on exposure to real technical problems, a contribution to pre release testing and product quality, ownership, and compensation and benefits closer to a larger established company than the stage would suggest. Benefits listed include medical insurance for self and family with free online doctor consultations, accident and group term life cover, privilege and sick leave, parental leave, an annual learning and development allowance, and flexible tax benefits.
Who should apply: a support engineer with four or more years on a SaaS product who wants to move towards AI products and eventually towards solutions or product roles. Readers asked for customer facing technical roles by name, and this is one of the more technical ones in that group.
- A bachelor's degree, with a technical major such as engineering preferred. An advanced degree is a plus.
- 4+ years of experience in a similar role.
- A solid technical background with a demonstrable understanding of AI and machine learning.
- SaaS experience, which the posting marks as essential.
- Experience with tools such as Zendesk, Confluence and JIRA.
- Excellent client facing and internal communication skills.
- Excellent written and verbal English.
Counts as an advantage:
- Python or other scripting experience.
The day to day: front ending all customer reported issues, reviewing and troubleshooting them within the agreed SLA, managing customer expectations as the point of contact for service issues, proactively diagnosing and analysing problems on the platform, researching alternative solutions and workarounds, escalating internally and owning issues through to resolution, running regular tool upgrades and monitoring the platform, documenting issues and solutions into the knowledge base including SOPs and service notes and recorded videos, and becoming a subject matter expert on the platform.
Experience: the posting states 4+ years in a similar role.
Location: Bengaluru.
What the posting offers beyond the work, in its own words: hands on exposure to real technical problems, a contribution to pre release testing and product quality, ownership, and compensation and benefits closer to a larger established company than the stage would suggest. Benefits listed include medical insurance for self and family with free online doctor consultations, accident and group term life cover, privilege and sick leave, parental leave, an annual learning and development allowance, and flexible tax benefits.
Who should apply: a support engineer with four or more years on a SaaS product who wants to move towards AI products and eventually towards solutions or product roles. Readers asked for customer facing technical roles by name, and this is one of the more technical ones in that group.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.