Full-Time Technical Support Engineer

Job Title: Technical Support Engineer - L2

About interface.ai: interface.ai is a leading AI provider for banks and credit unions. Our integrated platform uses voice, chat, and AI-powered solutions to improve the banking experience.

Responsibilities:

• Manage daily customer support functions
• Provide solutions to customer problems to improve CSAT
• Facilitate calls to resolve technical issues
• Troubleshoot issues and test service flows
• Collaborate with backend teams to resolve customer issues within SLAs
• Document all queries and concerns using ticketing tools (e.g., JIRA, Zendesk)
• Review open tickets weekly, provide updates, and share feedback
• Escalate support cases and priority issues to management
• Ensure KPIs are met to achieve excellent customer experience
• Build strong cross-functional relationships
• Analyze dumps, traces, logs, and use Node.JS/Express.JS/Hapi.js/Koa.js, NoSQL, and Relational Databases to resolve issues
• Handle escalated, mission-critical issues, provide timely updates, and conduct analysis
• Work with common CRM/Service Desk tools
• Report on ticket inflow, escalation trends, top issues, and improvement opportunities
• Work flexible hours/US shifts

Requirements:

• Excellent communication skills (written and verbal)
• Experience in a customer-facing role
• Troubleshooting experience
• Experience working with internal teams
• Strong analytical and critical thinking skills
• Experience working with cross-functional teams
• Self-motivated and a fast learner
• Experience with on-site/virtual teams
• Banking domain experience (preferred)
• Chatbot experience (a plus)
• Comfort working in US shifts
• Linux and SQL experience
• Bachelor's degree in Computer Science or related field
• 2-6 years of technical support experience in product organizations

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