Technical Solution Engineer
Technical Solution Engineer
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Job Description
Job Role: Technical Support Engineer
Location: Bangalore (on-site)
Experience: 35 years
Role Overview
We are looking for a Technical Solution Engineer to support our enterprise clients in ensuring the stability performance and continuous improvement of custom-deployed conversational AI agents. This role sits at the intersection of client success technical operations and product evolution. You will be the first line of response for escalations managing the incident desk executing minor updates directly via the platform and coordinating with the original solution engineers who built the deployment during the custom phase. Your mission: safeguard deployment health manage change requests efficiently and ensure clients get maximum value from their AI agents.
Key Responsibilities
Client Incident Management
- Serve as the primary point of contact for client-reported incidents and escalations.
- Diagnose and resolve platform-level issues applying updates or fixes directly.
- Ensure timely resolution of incidents with clear communication to stakeholders.
Deployment Stability & Maintenance
- Monitor deployed AI agents for performance accuracy and reliability.
- Implement configuration or workflow tweaks to optimize agent behavior.
- Maintain alignment with agreed client KPIs and success metrics.
Change Request & Enhancement Management
- Intake assess and scope client change requests for AI agent updates.
- Implement non-complex changes directly; escalate complex updates to the solution engineering team.
- Coordinate with original build-phase engineers to ensure continuity and technical integrity.
Cross-Team Collaboration
- Work closely with engineering product and client success teams to ensure smooth operations.
- Provide feedback to product teams based on real-world deployment learnings.
- Support training and enablement for client teams on new updates or features.
Continuous Improvement
- Identify patterns in incidents to proactively suggest platform or process improvements.
- Ensure platform stability by leveraging experience with infrastructure providers for LLM STT TTS and dialers.
- Leverage client insights to recommend enhancements to agent workflows & platform team.
Required Qualifications
- Bachelors degree in Computer Science Engineering or related technical field.
- 35 years experience in technical account management technical support engineering or solution engineering roles.
- Strong understanding of conversational AI and enterprise system integrations.
- Proven track record in managing client escalations and maintaining complex deployments.
- Excellent troubleshooting and problem-solving skills with a structured approach.
- Ability to work in a fast-paced environment with shifting priorities.
Preferred Skills
- Familiarity with LLM-powered AI agents and workflow automation tools.
- Experience with API integrations and cloud platforms (AWS/GCP/Azure).
- Understanding of enterprise security and compliance best practices.
- Experience in BFSI Retail or E-commerce sectors is a plus.
Employment Type
Full Time
