Technical Support Engineer - L2

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer - L2 based in India.

This is a senior technical support role focused on resolving complex, business-critical issues across conversational AI and enterprise SaaS environments. You will own escalated cases from initial investigation through root-cause analysis, resolution, and customer confirmation. The role combines hands-on troubleshooting across APIs, webhooks, voice integrations, core banking connectors, databases, and observability platforms with direct customer engagement. You will also analyze AI agent behavior, identify recurring quality gaps, and turn technical findings into actionable improvements for Product and ML teams. Because the environment supports financial institutions, accuracy, compliance, documentation, and incident management are critical. This is a remote-first opportunity for a highly autonomous engineer who thrives on ownership, technical problem-solving, and continuous AI improvement.