# Technical Support Engineer - L2 at interface.ai

> Remote · India · Unspecified · Software engineering · open. Source: https://alderhq.app/jobs/ashby%3Ainterface-ai%3A3cb8c4a6-158b-4e05-90cd-b1df24a814dc (read 2026-11-05).

## Facts (observed)

- Company: [interface.ai](https://alderhq.app/companies/interface-ai)
- Location text: Bangalore
- Where it can be done from (inferred): Remote · India (evidence: "Location lists "bangalore" and remote")
- Posted: 2026-08-25 (72 days ago)
- First seen by alder: 2026-11-02 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://jobs.ashbyhq.com/interface-ai/3cb8c4a6-158b-4e05-90cd-b1df24a814dc
- Skills listed (inferred): Python, PostgreSQL, Elasticsearch, Kubernetes, SQL, LLMs

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (Bengaluru, n 4): p25 ₹22.3L, median ₹25.9L, p75 ₹31.2L

## Description (the employer's text)

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 ·

---
Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/ashby%3Ainterface-ai%3A3cb8c4a6-158b-4e05-90cd-b1df24a814dc and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.