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Protocol Intelligence

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Job Description

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Technical Support & AI Engineer (Full Time, Remote)

Fresh Prints

2–3 yearsOn-siteDirect Career PageEst. 6–10 LPA

Posted 3h ago

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Protocol Intelligence

Data-driven signals on your job's competitiveness

Competition Intensity

(High)

Background Fit Sensitivity

(Moderate)

Shortlisting Strictness

(High)

Job Description

Structured overview of role & requirements

About This Role

Own the resolution of complex, multi-part technical issues escalated beyond Tier 1/2 support in a customer contact center technology environment.

Serve as the primary liaison between Support and Engineering to filter and escalate genuine engineering-level problems efficiently.

Manage technical escalations end-to-end, ensuring timely communication with customers and internal teams while maintaining technical documentation.

Minimum Requirements

2-3 years in technical support, support engineering, or technical escalation role.

Technical knowledge including networking, firewalls, VPNs, softphone or CCaaS integrations, log/observability tools, and basic coding literacy (Python, JSON, HTML/CSS/JS).

Experience with Salesforce Service Console or similar case-management tools.

Demonstrated experience using AI tools and understanding of prompting methods.

Ideal Candidate Profile

Experienced in tier-2 or tier-3 technical escalation within SaaS or contact center technology environments.

Strong project management skills with ability to handle multiple concurrent escalations and make escalation decisions.

Able to communicate complex technical issues clearly to both technical and non-technical stakeholders.