Technical Support Engineer- L2

Summary

Join interface.ai, a leading AI provider for banks and credit unions, as a Technical Support Engineer L2. You will provide advanced technical support to enterprise customers, resolving complex issues and mentoring Level 1 support executives. This role demands technical expertise, problem-solving skills, and a proactive approach to customer concerns. You will work rotational shifts and collaborate with cross-functional teams. The position offers a remote-first policy, comprehensive insurance, and career growth opportunities within a rapidly expanding FinTech company. interface.ai is committed to diversity and inclusion, creating a welcoming environment for all employees.

Requirements

• Technical Expertise: In-depth understanding of Unix/Linux systems, API debugging, and database operations
• Strong familiarity with cloud platforms

Responsibilities

• Advanced Technical Support - Act as the escalation point for Level 1 support executives for complex technical issues
• Investigate and resolve advanced customer issues related to APIs, Unix/Linux systems, databases, and cloud platforms like AWS
• Perform root cause analysis and provide long-term solutions for recurring issues
• Troubleshoot and debug system performance issues using logs and system monitoring tools
• Customer Interaction and Incident Management - Engage directly with US-based customers via email, chat, and calls to resolve critical and time-sensitive issues
• Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in tools like Zoho, JIRA, or Salesforce Service Cloud
• Provide updates to customers and stakeholders on progress and resolution of complex issues
• Collaboration and Knowledge Sharing - Collaborate with cross-functional teams, including engineering, product, and QA, to address and resolve customer challenges
• Maintain and improve the knowledge base by documenting advanced FAQs, troubleshooting steps, and best practices
• Mentor and guide Level 1 support executives to enhance their technical and communication skills
• Proactive Monitoring and Insights - Monitor system logs and support trends to identify patterns and provide actionable recommendations to improve system performance and customer experience
• Conduct regular audits of recurring issues to ensure proactive resolution and avoid escalations
• Operational Excellence and Process Improvement - Develop and refine support workflows, escalation matrices, and processes to ensure operational efficiency
• Suggest and implement automation opportunities to improve support efficiency and accuracy
• Customer Onboarding and Training - Assist in customer onboarding by providing advanced guidance on system configurations and functionalities
• Conduct knowledge transfer sessions and training for internal teams and customers

Benefits

• Remote-First Policy
• Comprehensive Insurance
• Career Growth