Support Engineer

Job description

ABOUT THE ROLE 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 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. ABOUT POSH 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.