About the RolePosh 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 Do- Technical 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.
What We're Looking For- 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.
Preferred Qualifications- AI Knowledge: Background in Conversational AI, digital bots, or Natural Language Processing (NLP).
- Banking Tech: Experience working with banking cores or "Sim exchange" configurations.
