Technical Support Engineer- L2

Posted Dec 19

interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

Do You Make the Cut?

As a Technical Support Engineer- L2, you will be responsible for:

  • Managing the customer support department’s day-to-day functions
  • Provide accurate and creative solutions to customer problems to ensure CSAT
  • Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
  • Perform troubleshooting, do analysis, test service flows to resolve customer’s concerns
  • Collaborate / coordinate with backend teams in identifying / resolving customer issues within the defined SLA
  • Capture and document all queries / concerns via the ticketing tool / email/ calls.
  • Review all open tickets weekly, share periodic updates and feedback on tickets on a regular basis
  • Escalate support cases and priority issues to management as appropriate
  • Ensure KPIs are met consistently to achieve customer experience excellence
  • Build strong cross-functional working relationships with internal teams
  • Analyze dumps, traces, logs, working experience in Node.JS/Express.JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers
  • Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis
  • Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho or anything similar
  • Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities
  • Readiness to work in flexible working hours/US shifts

Requirements

  • Excellent communication skills (both written & verbal), ability to communicate updates, resolution in customer friendly manner
  • Experience working in a customer facing role, troubleshoot technical issues, work along with other internal teams for resolution
  • Should be from BE/BTech/MCA/Bachelor in computer science/BCA /MSc/MS field.
  • 2 to 6 years of technical support experience with product organizations
  • Should have excellent analytical skills and critical thinking ability
  • Experienced working with cross functional teams within the Org.
  • Extremely self-motivated, should be a fast learner
  • Experience working with on-site/virtual teams
  • Banking domain experience preferred
  • Previous work experience in a chatbot space is a huge plus
  • Strong communication skills
  • Should be comfortable to work in US shifts
  • Should have experience in Linux and SQL

At Interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.