Technical Support Engineer - L2

𝗔𝗯𝗼𝘂𝘁 𝗜𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗲.𝗮𝗶 Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions - automating customer service across voice and chat for 100+ financial institutions. Our proprietary AI achieves 90%+ accuracy on Day 1. 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲 𝗥𝗼𝘁𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗦𝗵𝗶𝗳𝘁𝘀 Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end, drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity. 𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗗𝗼 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 • Identify and categorize AI behavior gaps across hallucination, intent misclassification, knowledge coverage, flow misconfiguration, and integration issues • Debug using logs, call recordings, digital transcripts, API traces, and observability tooling AI Agent Quality & Improvement • Analyze escalated AI conversations, categorize root causes with enough specificity for ML/Product to act on, and close the feedback loop • Write, refine, and retire knowledge base articles to continuously raise AI resolution rates Incident & Customer Management • Engage directly with customer technical and operational stakeholders via email and calls • Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in Salesforce Service Cloud • Lead P1/P2 incident response: war room coordination, timestamped updates, parallel stakeholder management across Engineering and customer teams • Write post-mortems suitable for customer leadership and compliance review: timeline, root cause, impact, resolution, preventive actions • Maintain audit-ready case documentation in Salesforce Service Cloud throughout 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 𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗕𝗿𝗶𝗻𝗴 Technical • 5+ years in technical or implementation support at a B2B SaaS company • REST API and webhook debugging: auth failures, integration traces, event-driven architecture • Postgres/SQL: session data queries, usage patterns, data integrity validation across integrated systems • Python scripting: diagnostic scripts, log parsing, lightweight internal tooling • Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries, dashboards, distributed traces • Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model errors • Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail documentation Familiarity with Kubernetes: reading pod logs, understanding deployment states, and navigating cluster context during incident investigation is a plus 𝗔𝗜 & 𝗧𝗼𝗼𝗹𝗶𝗻𝗴 • Hands-on with AI agent creation and orchestration: configuring agents, chaining tools, defining guardrails, debugging multi-step workflows • Proficient with Cursor and Claude Code for investigations, codebase exploration, and scripting • Able to critically evaluate AI conversation transcripts across voice and digital channels Communication & Agency • Clear written and verbal communication with both technical and non-technical customer stakeholders • Precise, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation • High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close • Highly self-directed: manages own queue, no supervision needed Why Join Us Remote-first · High ownership · AI innovation at the frontier of financial services · Comprehensive benefits 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 & 𝗔𝗴𝗲𝗻𝗰𝘆 • Clear written and verbal communication with both technical and non-technical customer stakeholders • Precise, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation • High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close • Highly self-directed: manages own queue, no supervision needed 𝗪𝗵𝘆 𝗝𝗼𝗶𝗻 𝗨𝘀 Remote-first · High ownership · AI innovation at the frontier of financial services · Comprehensive benefits