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Remote role, mid-level (2–6 yrs), generalist service desk title, and metro location increase candidate density.
Role is transferable to other SaaS support teams but biased by Voice AI and ServiceNow domain experience.
Requires demonstrable AI/tool fluency, CLI and Python/Bash scripting, but experience range is flexible.
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Own and resolve customer tickets involving CCaaS platform, Voice AI Hub, and ServiceNow integrations, meeting SLA and quality standards.
Leverage AI-assisted tools and CLI to investigate logs, IVR traces, and Voice AI conversation data, while validating AI triage outputs against evidence.
Develop automation scripts (Python/Bash) to enhance investigative workflows and escalate issues with complete evidence to L3 support and TAMs.
2 to 6 years of relevant experience.
Bachelor's or Master's degree in B.Tech/M.Tech/MCA (CSE/IT or related technical field).
Proficiency in Python or Bash scripting and comfort with CLI, JSON, APIs, log parsing (grep/jq/regex).
Demonstrated strong troubleshooting skills and ability to effectively use AI tools for technical investigations.
Experienced with AI-first technical support workflows and skilled in assessing AI-generated outputs critically.
Comfortable working with complex troubleshooting tools including logs, IVR traces, and Voice AI interaction analysis.
Familiarity or keen interest in contact center technologies (SIP, IVR, CTI), ServiceNow platform, and understanding of LLMs, prompting techniques, and observability tools is a plus.