Technical Support Engineer

Location: Portola Valley
Posted on: June 23, 2025

Job Description:

About Us Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention. Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. The Opportunity As a Technical Support Engineer at Observe.AI, you will help create a world-class customer experience for our customers which in turn will make them raving fans of the product. Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction. You will prioritize customer requests using our ticket system (Zendesk) and will take lead in creating customer-facing documentation (Zendesk Guide) striving to deflect tickets through proactive knowledge articles. You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met. You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team. What you’ll be doing Provide efficient and accurate technical support for Observe.AI’s product to ensure customer satisfaction Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time Become the liaison with Engineering and Product to escalate bugs, outages, and product requests Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience Analyze where users are getting stuck and provide potential workarounds KB articles Proactively identify opportunities to improve team processes Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations 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 What you bring to the role 2 year as a Technical Support Engineer on a B2B SaaS Support team Working technical knowledge of SaaS applications, cloud integrations, and architecture 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 verbal and written communication skillsProven track record of demonstrated ability to dive into the weeds and find out solutions Scripting knowledge is good to have What you can expect Competitive compensation including equity Excellent medical, dental, and vision insurance options Flexible time off 10 Company holidays Winter Break and up to 16-weeks of parental leave 401K plan Quarterly Lifestyle Spend Monthly Mobile Internet Stipend Pre-tax Commuter Benefits Salary Range The base salary compensation range targeted for this full-time position is $80,000 - $85,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Our Commitment to Inclusion and Belonging 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. 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. If you are ambitious, make an impact wherever you go, and youre ready to shape the future of Observe.AI, we encourage you to apply.

Keywords: , North Highlands , Technical Support Engineer, IT / Software / Systems , Portola Valley, California