Posh is seeking a skilled Support Engineer to join our growing Support Department. This role is critical in bridging the gap between standard technical support and professional services, ensuring our clients receive high-quality assistance for both immediate issues and specialized “mini-projects” that fall outside of initial implementations. You will be responsible for maintaining system health, troubleshooting complex technical issues, and assisting with the configuration of our AI-driven banking solutions.
What You’ll DoTechnical Troubleshooting: Diagnose and resolve complex technical issues related to digital bots, telephony integrations, and core banking configurations.
Technical SME: Assist in new telephony setup and troubleshooting
Issue Triage: Efficiently manage and clean up incoming ticket queues, ensuring accurate classification and timely resolution.
Cross-Functional Collaboration: Partner with Implementation, Engineering, and Customer Success teams to provide guidelines on scope and technical feasibility.
Overnight Deployments: Very limited; availability to perform overnight / early morning deployments
Documentation: Contribute to internal knowledge base to clarify roles and standard operating procedures for the support team.
Experience: 4+ years of experience in a technical support or implementation engineering role.
Telephony Experience: 2+ years of experience with telephony systems, SIP, or IVR configurations.
Analytical Skills: Proven ability to troubleshoot SaaS platforms and API integrations.
Communication: Strong ability to translate complex technical concepts for non-technical stakeholders.
AI Knowledge: Background in Conversational AI, digital bots, or Natural Language Processing (NLP).
Banking Tech: Experience working with banking cores or “Sim exchange” configurations.
At Posh, we’re revolutionizing the way financial institutions serve their communities.
Through innovative AI solutions, we make customer support more accessible, fast, and enjoyable for both callers and staff members. Our AI assistants span digital (web and mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve.
We believe the most successful AI products are built on a symbiotic relationship between humans and AI; each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with us.
Posh does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Skills Required
- 4+ years in technical support or implementation engineering
- 2+ years with telephony systems, SIP, or IVR configurations
- Proven ability to troubleshoot SaaS platforms and API integrations
- Strong communication skills to translate technical concepts for non-technical stakeholders
- Availability for limited overnight or early morning deployments
- Background in Conversational AI, digital bots, or NLP
- Experience with banking cores or Sim exchange configurations
What We Do
Posh is a venture backed conversational AI company that spun out of MIT's AI lab in 2018 🚀 We are committed to democratizing access to banking and accelerating the responsible adoption of AI for financial institutions, transforming how they serve their communities and employees. We transform how financial services companies connect with their customers and automate contact center workflow. Our AI platform spans messaging and voice channels. We're hiring talent across the board! Come join our highly talented, passionate team to completely change conversational and generative AI!
