Technical Support Engineer – L2

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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interface.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏦 Banking

💳 Fintech

Artificial Intelligence • Banking • Fintech

interface. ai is a company specializing in AI-driven solutions for the financial services industry. They offer advanced voice and chat AI technologies that enhance telephone banking experiences through voice biometrics and authentication solutions. Their generative AI is designed to integrate seamlessly with banking systems, automating call center operations and improving customer experience by providing secure, scalable AI solutions for financial services. interface. ai's platform is pre-built specifically for banks and credit unions, enabling significant enhancements in operational efficiency and customer engagement while driving revenue growth through personalized financial insights.

📋 Description

• Own escalated cases end-to-end, including root cause analysis, resolution, and customer confirmation • Investigate issues across conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors • Identify and categorize AI behavior gaps involving hallucination, intent misclassification, knowledge coverage, flow misconfiguration, and integration issues • Debug using logs, call recordings, digital transcripts, API traces, and observability tooling • Analyze escalated AI conversations and categorize root causes for ML and Product teams • Write, refine, and retire knowledge base articles to improve AI resolution rates • Engage directly with customer technical and operational stakeholders via email and calls • Acknowledge, prioritize, and resolve escalated tickets in Salesforce Service Cloud • Lead P1/P2 incident response, including war room coordination, timestamped updates, and stakeholder management • Write post-mortems for customer leadership and compliance review • Maintain audit-ready case documentation in Salesforce Service Cloud • File actionable bug reports for Engineering • Surface recurring patterns as structured insights to Product and ML teams • Immediately flag compliance-adjacent issues involving call recording, disclosure language, and member data

🎯 Requirements

• 5+ years in technical or implementation support at a B2B SaaS company • REST API and webhook debugging, including auth failures, integration traces, and event-driven architecture • Postgres/SQL for session data queries, usage patterns, and data integrity validation across integrated systems • Python scripting for diagnostic scripts, log parsing, and lightweight internal tooling • Experience with observability platforms such as OpenSearch, Kibana, Grafana, Datadog, or equivalent • Familiarity with queries, dashboards, and distributed traces • Voice channel familiarity with SIP and IVR routing; ability to distinguish ASR errors from AI model errors • Salesforce Service Cloud or similar experience with case management, escalation tracking, and audit-trail documentation • Hands-on experience with AI agent creation and orchestration, including configuring agents, chaining tools, defining guardrails, and debugging multi-step workflows • Proficiency with Cursor and Claude Code for investigations, codebase exploration, and scripting • Ability to critically evaluate AI conversation transcripts across voice and digital channels • Clear written and verbal communication with technical and non-technical customer stakeholders • Precise, audit-ready documentation • Highly self-directed; able to manage own queue without supervision • Familiarity with Kubernetes is a plus

🏖️ Benefits

• Remote-first work arrangement • Comprehensive benefits • High ownership environment • AI innovation at the frontier of financial services

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