Technical Support Engineer - L2

. 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. 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. ' 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 ' 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 & 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 & 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 Remote-first High ownership AI innovation at the frontier of financial services Comprehensive benefits .