Technical Support & AI Engineer (Full Time, Remote)

India & The Philippines · India · The Philippines · 2-3 years experience · Remote · Posted Oct 9, 2026

At a glance

As a member of our Technical Success team, you’ll act as the voice of the user, drive efficient implementation & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues.
In this role, you will serve as the primary internal escalation point for Support's most complex, multi-part customer issues, owning them from investigation through resolution.

Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity
Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation
Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep the customer and internal stakeholders informed, and close the loop
Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria before it consumes engineering time, and make sure what does get escalated arrives with the diagnostic groundwork already done
Troubleshoot complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions
Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time
Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off

2-3 years in a technical support, support engineering, or technical escalation role
Knowledge areas: networking, firewalls, and VPNs; softphone or CCaaS integrations; log/observability tooling (Datadog or equivalent); basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; Salesforce Service Console or equivalent case-management tooling
Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution
Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving
Support case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources
Demonstrated experience using different AI tools and a general understanding of prompting
An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences
A critical thinker with the capacity to understand a complex technical problem
Self-motivated, detail-attentive, and able to continuously learn

Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment
Familiarity with CCaaS platforms