Technical Support Engineer - L2

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

AI Agent Quality Improvement:

• Analyze escalated AI conversations and categorize root causes with specificity for ML/Product teams.
• Write, refine, and retire knowledge base articles to continuously raise AI resolution rates.
• Close the feedback loop through actionable bug reports and structured insights.

Incident Customer Management:

• Engage directly with customer technical and operational stakeholders via email and calls.
• Lead P1/P2 incident response with war room coordination and timestamped updates.
• Write post-mortems suitable for customer leadership and compliance review.

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.