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