Technical Support Engineer - L2

𝗔𝗯𝗼𝘂𝘁 𝗜𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗲.𝗮𝗶

Interface.

automating customer service across voice and chat for 100+ financial institutions. Our

proprietary AI achieves 90%+ accuracy on Day 1.

𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲

𝗥𝗼𝘁𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗦𝗵𝗶𝗳𝘁𝘀

Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end,

drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗗𝗼

𝗔𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁

• Own escalated cases end-to-end: root cause, 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 across hallucination, intent misclassification,

knowledge coverage, flow misconfiguration, and integration issues

• Debug using logs, call recordings, digital transcripts, API traces, and observability tooling

AI Agent Quality & Improvement

• Analyze escalated AI conversations, categorize root causes with enough specificity for

ML/Product to act on, and close the feedback loop

• Write, refine, and retire knowledge base articles to continuously raise AI resolution rates

Incident & Customer Management

• Engage directly with customer technical and operational stakeholders via email and calls
• Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in

Salesforce Service Cloud

• Lead P1/P2 incident response: war room coordination, timestamped updates, parallel

stakeholder management across Engineering and customer teams

• Write post-mortems suitable for customer leadership and compliance review: timeline,

root cause, impact, resolution, preventive actions

• Maintain audit-ready case documentation in Salesforce Service Cloud throughout

Feedback & Process Improvement

• File actionable bug reports Engineering can act on without follow-up
• Surface recurring patterns as structured insights to Product and ML teams
• Flag compliance-adjacent issues immediately: call recording, disclosure language,

member data

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗕𝗿𝗶𝗻𝗴

Technical

• 5+ years in technical or implementation support at a B2B SaaS company
• REST API and webhook debugging: auth failures, integration traces, event-driven

architecture

• Postgres/SQL: session data queries, usage patterns, data integrity validation across

integrated systems

• Python scripting: diagnostic scripts, log parsing, lightweight internal tooling
• Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,

dashboards, distributed traces

• Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model

errors

• Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail

documentation

Familiarity with Kubernetes: reading pod logs, understanding deployment states, and

navigating cluster context during incident investigation is a plus

𝗔𝗜 & 𝗧𝗼𝗼𝗹𝗶𝗻𝗴

• Hands-on with AI agent creation and orchestration: configuring agents, chaining tools,

defining guardrails, debugging multi-step workflows

• Proficient with Cursor and Claude Code for investigations, codebase exploration, and

scripting

• Able to critically evaluate AI conversation transcripts across voice and digital channels

Communication & Agency

• Clear written and verbal communication with both technical and non-technical

customer stakeholders

• Precise, audit-ready documentation: every case record should be readable by someone

who wasn't in the conversation

• High Agency: you drive issues to resolution independently, make judgment calls without

waiting to be told, and take full ownership of outcomes from intake to close

• Highly self-directed: manages own queue, no supervision needed

Why Join Us

Remote-first · High ownership · AI innovation at the frontier of financial services ·

Comprehensive benefits

𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 & 𝗔𝗴𝗲𝗻𝗰𝘆

• Clear written and verbal communication with both technical and non-technical

customer stakeholders

• Precise, audit-ready documentation: every case record should be readable by someone

who wasn't in the conversation

• High Agency: you drive issues to resolution independently, make judgment calls without

waiting to be told, and take full ownership of outcomes from intake to close

• Highly self-directed: manages own queue, no supervision needed

𝗪𝗵𝘆 𝗝𝗼𝗶𝗻 𝗨𝘀

Remote-first · High ownership · AI innovation at the frontier of financial services ·

Comprehensive benefits