Specialist, Technical Support Engineer

About Us 

Ushur delivers the world’s first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases.

Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value.

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Title: Specialist, Technical Support Engineer

Experience: 3-5+ years

Location: Bangalore

Work Mode: Remote_India

About the Role

We are looking for an AI‑native Technical Support Engineer to join our Customer Support team. In this role, you will drive fast, high‑quality investigations and resolutions for customer issues—AI‑first. You’ll own triage end‑to‑end, build and run automations and AI agents that close tickets faster, and work shoulder‑to‑shoulder with customers and Ushur’s Product, SRE, and Engineering teams. Your work will advance our goal of a best‑in‑class support structure by increasing first‑contact resolution, controlling backlog and SLAs, and using standardized intake channels to keep work visible and measurable—then feeding patterns back to Product for continuous improvement and roadmap alignment. This is an exciting opportunity to build operational fluency through observability, dovetail customer requirements into the roadmap, and gain cross‑functional depth by harnessing no‑code automation at the edge. This is a force‑multiplier role that grows T‑shaped engineers, infuses AI into frontline operations, and measurably improves SLA performance, incident response, and customer time‑to‑value across Ushur’s portfolio. This role reports to the Head of Support at Ushur.

Responsibilities 

1) Customer‑facing, forward‑deployed support

• Be the first responder on customer tickets; drive to resolution within defined SLAs; document clearly and keep stakeholders updated.
• Partner with CSM/TC/SRE/Product; coordinate cross‑functionally to resolve issues and feed improvements back into the product.

2) Investigation & triage (AI‑assisted)

• Reproduce issues, collect logs/traces/metrics, and publish a crisp investigation artifact (steps, evidence, hypotheses, tests). Operate within the standard ticket lifecycle and triage process.
• Use Ushur observability: Grafana single panes, Uptime, Alerta, and o11y dashboards to detect/verify impact during campaigns.

3) Ticketing excellence in Jira

• Own USD (customer‑facing) tickets; link and drive internal tickets as needed; escalate P1 issues appropriately; keep dashboards green.
• Follow the end‑to‑end ticket handling SOP: clean intake, clear status, linked work across USD/UQR/PM, and customer‑friendly updates.

4) AI‑first automation & agent operations

• Build, tune, and operate Ushur AI Agents for triage and resolution; apply guardrails and modes appropriately.
• Create and manage AI Studio Knowledge Skills (documents → answers) and rules to automate data collection, enrichment, and next steps.
• Measure precision/quality of AI‑assisted flows and iterate for higher FTR and lower time‑to‑escalate.

5) Incident response, RACI, and on‑call

• Participate in IRM process: acknowledge, triage, involve the right teams, and record all actions in the incident Jira.
• When on‑call, acknowledge within 15 minutes, start work within 30 minutes, and engage war‑room stakeholders as needed.

6) Ways of Working, SLAs, and customer communications

• Log via the Service Desk portal or support email; communicate status and ETAs per “Ways of Working.”
• Operate to internal targets and to contract SLAs by priority.

7) Knowledge capture & continuous improvement

• Document patterns/runbooks with SRE and contribute to the knowledge base; keep HOWTOs current and peer‑reviewed.

Qualifications 

Required Qualifications: Education – B.Tech/BCA or equivalent. Certification on AI and AWS infra would be desirable.  

Core Experience & Background

• 3–6+ years of experience in technical customer support, support engineering, site reliability support, or forward-deployed engineering roles for B2B SaaS platforms.
• Hands-on experience supporting customer-facing production systems, with accountability for investigation, triage, and resolution under SLA pressure.
• Experience working directly with enterprise customers in regulated environments (insurance, healthcare, and financial services preferred).
• Familiarity with and enthusiasm for using AI tools to enhance efficiency and innovation. 

Technical & Debugging Skills

Strong proficiency in incident investigation and root-cause analysis, including:

• Log analysis (structured/unstructured logs, correlation IDs, timestamps)
• Tracing and metrics using observability tools (APM, dashboards, alerts)
• Reproducing issues reliably in staging or lower environments
• Solid understanding of distributed systems, APIs, workflows, and event-driven architectures.
• Ability to form hypothesis-driven debugging plans and validate them with evidence.

AI, Automation & Tooling

Demonstrated experience using AI tools (LLMs, copilots, AI agents) for:

• Triage assistance
• Data extraction and summarization
• Pattern detection and workflow acceleration
• Experience building or maintaining automations (no-code, low-code, or code-based) to reduce manual operational work.
• Comfort with prompt engineering, guardrails, human-in-the-loop models, and validating AI outputs in production workflows.

Platform & Systems Knowledge

• Familiarity with cloud platforms, production environments, and access-controlled systems.
• Working knowledge of ticketing and incident systems (e.g., Jira), escalation models (L1/L2/L3), and on-call processes.
• Willingness and ability to request and manage system access proactively—access constraints are not a blocker to ownership.

Communication & Customer Engagement

• Strong written and verbal communication skills, with the ability to:
• Produce escalation-ready investigation artifacts
• Explain technical findings clearly to customers, Product, SRE, and Engineering teams
• Experience presenting technical analysis and tradeoffs to non-technical and executive stakeholders.
• Customer-first mindset with confidence operating shoulder-to-shoulder with customers during critical issues.

Data & Analytical Skills

• Basic to intermediate experience with SQL or analytical queries for support and operational data.
• Ability to interpret dashboards, detect anomalies, and track support KPIs such as FTR, escalation rates, and SLA adherence.

Ways of Working & Mindset

• Ownership mentality: comfortable owning issues end-to-end, not just routing or escalating.
• Strong bias toward automation, standardization, and continuous improvement.
• Comfortable working cross-functionally with Product, SRE, Engineering, and Customer Success.
• Growth mindset with interest in becoming a T-shaped engineer across support, platform, AI, and customer domains.
• The role is primarily for US hours 

Why Join Us?

• Thriving Company Culture: At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment.
• Bring Your Whole Self to Work: We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact.
• Rest and Recharge: We encourage work-life balance with 20 days of flexible paid time off annually. Your well-being matters, and we make space for it.
• Comprehensive Health Benefits: Your health is a priority. We provide preventive health check-ups, medical insurance coverage for employees and their dependents, wellness sessions, and expert-led health talks at the office.
• Invest in Your Future: We offer competitive compensation and stock options to give you a stake in Ushur’s success. You’ll grow with us while contributing meaningfully to our journey.
• Embrace Growth: Growth Mindset is one of our core values – we believe in lifelong learning. Employees are encouraged to explore certification courses and professional development, with reimbursement opportunities. You’ll also have access to the Ushur Community’s vast learning resources.
• Flexible Work Options: We recognize the need for flexibility. Depending on your role and location, we offer an in-office or hybrid work model that supports both collaboration and personal well-being.