Technical Support Engineer- L2

Job Description

About Us
At Interface.ai, we empower financial institutions with our Intelligent Virtual Assistant (IVA), designed to automate customer inquiries and calls across multiple channels. Our IVA transforms call centers from cost centers into revenue generators by delivering exceptional financial insights and enabling upsell/cross-sell opportunities.

Our advanced in-house technology, including breakthroughs in Natural Language Understanding, ensures 90%+ accuracy from Day 1. With 1800% growth in the past year, we are recognized among the top 100 fastest-growing FinTech companies in Silicon Valley. Our fully remote team comprises 150+ experts from global giants like Apple, Microsoft, Salesforce, and premier institutions like ISB and IIMs.

Learn more about us:

• Careers
• LinkedIn

Your Role: Technical Support Engineer L2

As a Technical Support Engineer L2, you will serve as a key technical and customer experience advocate, providing advanced support to our enterprise customers. You will lead efforts to resolve complex issues, mentor Level 1 support executives, and contribute to improving our product quality and customer experience. This role requires technical expertise, excellent problem-solving abilities, and a proactive approach to managing and resolving customer concerns.

Rotational Shift Timings - 5:00 PM - 2:00 AM & 8:00 PM - 6:00 AM & 4:00 AM - 11:00 AM

Key Responsibilities- 

1. 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.
   
   
2. 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.
   
   
3. 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.
   
   
4. 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.
   
   
5. 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.
   
   
6. 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.
   
   

   Must-Have Skills

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

Why Join Us?

• Remote-First Policy: Flexibility to work from anywhere.
• Comprehensive Insurance: Prioritize your well-being.
• Career Growth: Be part of a rapidly growing FinTech and build your career in cutting-edge AI-driven technologies.

Join us to revolutionize the intersection of AI and banking, delivering exceptional customer experiences through innovative solutions.