About the Role
Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels,Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.
Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.
Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in San Francisco with offices in Bangalore, India. For more information, please visit www.observe.ai.
As a key member of the organization, you will be part of the support team and will work closely with the ML Team in resolving the language and transcription issues arriving out of the Deep learning models. You should have scripting skills and basic knowledge of ML.
The candidate will be accountable for managing the daily ticket inflow with respect to our core product involving machine learning and updates that require creating and running scripts. This includes reviewing, debugging the reported issue and ensuring complete ownership even if it requires escalations/discussions with cross-team members within Observe.AI.
The candidate will also assist with documentation of the standard issues related to our application and creating a playbook which can be used to debug similar issues in the future. This role offers true career development potential for the right candidate. You will be well-rewarded for your success with a good salary, plus many of the perks you would expect in a bigger business.
What You Will Do as a ML Technical Support Engineer :
Provide efficient and accurate technical support for Observe.AI’s product to ensure customer satisfaction.
Primarily working on resolving customer-specific vocabulary issues in Speech transcription.
Work on the support tickets for the Machine Learning modules and resolve them effectively in a timely manner.
Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
Become the liaison with the Machine Learning team to resolve tickets, report escalations and enable features.
Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience.
Proactively identify opportunities, automate where required and improve team processes.
Driving a “customer first” mindset to the team and collaborators.
Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment.
Who you are :
2+ years as a Technical Support Engineer on a B2B SaaS Support team.
3+ years experience in SaaS Customer Success, Support, or Services.
Working technical knowledge of SaaS applications, cloud integrations, and architecture.
Demonstrable proficiency in any Programming or Scripting Language. Python is preferred.
Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback).
The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectives.
Excellent written and verbal communication skills in English.
Proven track record of demonstrated ability to dive into the weeds and find out solutions.
Basic knowledge of Machine Learning.
Preferred knowledge of Speech.
Processing or NLP Preferred knowledge of repositories (git), tools like postman etc...
Experience with Engineering apps: AWS, MongoDB, Loggly, Azure, GCP, New Relic, BitBucket, Github, Jenkins.
You understand the CCaaS industry and how to balance contact center practices with modern technology (Bonus points if you know what a BPO vs a Reseller is!)
What we offer:
Excellent medical insurance options and free online doctor consultations.
Yearly privilege and sick leaves as per Karnataka S&E act.
Generous holidays (National and festive) recognition and parental leave policies.
Learning & Development fund to support your continuous learning journey and professional development.
Fun events to build culture across the organization.
Flexible benefit plans for tax exemptions. (For Eg: Meal card, PF etc)
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.