--- title: 'Technical Support Engineer - L2 at interface.ai' canonical: 'https://feeny.ai/job/technical-support-engineer-l2-interface-ai-bengaluru-h1tfc3z6yvbz' type: 'job' last_seen: '2026-09-05' --- # Technical Support Engineer - L2 at interface.ai - **Company:** interface.ai - **Location:** Bengaluru, India - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-25 - **Last confirmed live:** 2026-09-05 - **Apply:** https://jobs.ashbyhq.com/interface-ai/3cb8c4a6-158b-4e05-90cd-b1df24a814dc ## Job description 𝗔𝗯𝗼𝘂𝘁 𝗜𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗲.𝗮𝗶 Interface.ai http://Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions - automating customer service across voice and chat for 100+ financial institutions. Our proprietary AI achieves 90%+ accuracy on Day 1. 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲 𝗥𝗼𝘁𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗦𝗵𝗶𝗳𝘁𝘀 Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end, drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity. 𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗗𝗼 𝗔𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 - Own escalated cases end-to-end: root cause, resolution, and customer confirmation - Investigate issues across conversational AI flows, voice integrations, REST APIs, webhooks, and core banking connectors - Identify and categorize AI behavior gaps across hallucination, intent misclassification, knowledge coverage, flow misconfiguration, and integration issues - Debug using logs, call recordings, digital transcripts, API traces, and observability tooling AI Agent Quality & Improvement - Analyze escalated AI conversations, categorize root causes with enough specificity for ML/Product to act on, and close the feedback loop - Write, refine, and retire knowledge base articles to continuously raise AI resolution rates Incident & Customer Management - Engage directly with customer technical and operational stakeholders via email and calls - Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in Salesforce Service Cloud - Lead P1/P2 incident response: war room coordination, timestamped updates, parallel stakeholder management across Engineering and customer teams - Write post-mortems suitable for customer leadership and compliance review: timeline, root cause, impact, resolution, preventive actions - Maintain audit-ready case documentation in Salesforce Service Cloud throughout Feedback & Process Improvement - File actionable bug reports Engineering can act on without follow-up - Surface recurring patterns as structured insights to Product and ML teams - Flag compliance-adjacent issues immediately: call recording, disclosure language, member data 𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗕𝗿𝗶𝗻𝗴 Technical - 5+ years in technical or implementation support at a B2B SaaS company - REST API and webhook debugging: auth failures, integration traces, event-driven architecture - Postgres/SQL: session data queries, usage patterns, data integrity validation across integrated systems - Python scripting: diagnostic scripts, log parsing, lightweight internal tooling - Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries, dashboards, distributed traces - Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model errors - Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail documentation Familiarity with Kubernetes: reading pod logs, understanding deployment states, and navigating cluster context during incident investigation is a plus 𝗔𝗜 & 𝗧𝗼𝗼𝗹𝗶𝗻𝗴 - Hands-on with AI agent creation and orchestration: configuring agents, chaining tools, defining guardrails, debugging multi-step workflows - Proficient with Cursor and Claude Code for investigations, codebase exploration, and scripting - Able to critically evaluate AI conversation transcripts across voice and digital channels Communication & Agency - Clear written and verbal communication with both technical and non-technical customer stakeholders - Precise, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation - High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close - Highly self-directed: manages own queue, no supervision needed ## Why Join Us Remote-first · High ownership · AI innovation at the frontier of financial services · Comprehensive benefits 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 & 𝗔𝗴𝗲𝗻𝗰𝘆 - Clear written and verbal communication with both technical and non-technical customer stakeholders - Precise, audit-ready documentation: every case record should be readable by someone who wasn't in the conversation - High Agency: you drive issues to resolution independently, make judgment calls without waiting to be told, and take full ownership of outcomes from intake to close - Highly self-directed: manages own queue, no supervision needed 𝗪𝗵𝘆 𝗝𝗼𝗶𝗻 𝗨𝘀 Remote-first · High ownership · AI innovation at the frontier of financial services · Comprehensive benefits ## About interface.ai ## Company Overview - **One-liner**: Interface.ai provides agentic AI solutions—including voice, chat, and co-pilot assistants—purpose-built for community banks and credit unions, aiming to automate customer service and eliminate hold times. - **Entity Type**: Private (raised $30M in Series A and debt financing, led by Avataar Venture Partners) - **Headquarters**: San Francisco, California, United States - **Founded**: 2019 - **Founders**: Srinivas Njay (Founder CEO) ## Core Business - **Primary industry**: Financial technology (fintech) / Agentic AI for banking - **Target customers**: B2B – community banks and credit unions (mid-size & small financial institutions) - **Mission / Purpose**: To help financial institutions achieve their business goals and empower customers to achieve financial wellness through agentic AI ([interface.ai](https://interface.ai/)) ## Products & Services - **Nexus (CCaaS Platform)** – Launched in 2026 as the industry’s first fully agentic Contact Center as a Service platform. Handles every contact end-to-end with AI, eliminating hold queues and transfers, and only involving humans when judgment is needed. Claims to multiply agent capacity up to 10x ([cbinsights.com](https://www.cbinsights.com/company/interfaceai)). - **Voice AI** – A phone-based solution that delivers human-like conversations, resolves routine inquiries at scale, and seamlessly hands off complex issues to human agents ([cbinsights.com](https://www.cbinsights.com/company/interfaceai)). - **Sphere (Generative AI Assistant)** – A ChatGPT-like universal channel for customers and employees. Replaces 14–15 applications for frontline staff, increasing efficiency 10x. Offers intelligent guidance, plugins, and personalized AI assistance ([builtin.com](https://builtin.com/company/interface-ai)). - **Digital AI Assistants & Co‑pilots** – Pre-trained for 60+ banking use cases, integrated with major core banking and customer management systems ([cbinsights.com](https://www.cbinsights.com/company/interfaceai)). ## Market Standing - **Valuation / Market Cap**: Not disclosed - **Key Metric**: - Annual Revenue: $3.3M (estimate from LinkedIn) - Total Funding: $30M (LinkedIn) or $40M (CBInsights, conflicting reports) – Series A ($20M) + Debt ($10M) led by Avataar Venture Partners in October 2024 ([linkedin.com/company/interface-ai](https://www.linkedin.com/company/interface-ai)) - **Notable Investors / Partners**: Avataar Venture Partners (lead investor); integrations with major core banking systems. - **Growth Signals**: - 165 employees across 7 countries (India, US, Argentina, UK, UAE, Tunisia, Canada) - 160,634 LinkedIn followers (+23.6% YoY) - 35 active job postings (monthly growth +12.9%, quarterly +150%) - Recent product launch: Nexus at Financial Brand Forum (April 2026) - Headcount decreased 6.8% YoY (potential consolidation or pivot) ## Competitive Advantages - **Deep domain focus**: Purpose-built for community financial institutions, not a generic AI platform. - **Pre-trained banking AI**: Covers 60+ banking-specific use cases out of the box. - **Fully agentic CCaaS**: Nexus eliminates the fundamental trade-off between automation and human escalation, handling entire calls autonomously. - **Integrated ecosystem**: Compatible with major core banking systems and CRM platforms, reducing integration friction. ## Strategic Focus - Scale adoption of Nexus among community banks and credit unions. - Expand agentic AI beyond voice into digital and employee-facing channels. - Continue vertical specialization to deepen moat in the small/mid-size banking segment. ## Why Work Here - **Culture**: Described as “fast, collaborative, low-ego, and outcome-driven” by a Senior Product Manager on Indeed. Management is accessible and open to data-backed debate ([indeed.com](https://www.indeed.com/cmp/Interface.ai)). - **Work model**: Primarily on-site at Covina, CA or San Francisco, CA offices (per Built In), but some remote/hybrid roles exist (e.g., Remote Project Manager on Indeed). Verify specific roles on the careers page. - **Engineering focus**: 75 out of 165 employees (34%) are in technical roles; strong engineering leadership (VP Engineering, Directors). - **Perks**: Health insurance; high-ownership product roles with direct customer impact. - **Recent employee growth caution**: Headcount declined 6.8% YoY; some senior leaders have departed (e.g., Head of Partnerships left Mar 2026). However, active hiring (35 open roles) suggests ongoing investment. ## Sources 1. [interface.ai](https://interface.ai/) 2. [linkedin.com/company/interface-ai](https://www.linkedin.com/company/interface-ai) 3. [cbinsights.com/company/interfaceai](https://www.cbinsights.com/company/interfaceai) 4. [builtin.com/company/interface-ai](https://builtin.com/company/interface-ai) 5. [indeed.com/cmp/Interface.ai](https://www.indeed.com/cmp/Interface.ai) ## Other roles at interface.ai - [Head of Marketing](https://feeny.ai/job/head-of-marketing-interface-ai-san-francisco-nst26n25e3d6) — San Francisco, CA - [Software Engineer](https://feeny.ai/job/software-engineer-interface-ai-san-francisco-mjhad47fzg9b) — San Francisco, CA - [Software Engineer II](https://feeny.ai/job/software-engineer-ii-interface-ai-san-francisco-6554ycaatmwc) — San Francisco, CA - [VP of Sales](https://feeny.ai/job/vp-of-sales-interface-ai-san-francisco-v0ky8gnzrpa2) — San Francisco, CA - [Applied AI Engineer - Hiring Automation (CEO's Office)](https://feeny.ai/job/applied-ai-engineer-hiring-automation-ceo-s-office-interface-ai-remote-vrwq3tbysp91) - [Senior Software Engineer](https://feeny.ai/job/senior-software-engineer-interface-ai-remote-d2tabpvcfjcc) - [VP of Product Engineering](https://feeny.ai/job/vp-of-product-engineering-interface-ai-remote-jt9kqmj7fndm) - [VP of Platform Engineering](https://feeny.ai/job/vp-of-platform-engineering-interface-ai-remote-ym973g7d8w9r) - [Principal Product Manager - Domain PM](https://feeny.ai/job/principal-product-manager-domain-pm-interface-ai-san-francisco-sxme0vb3wxp9) — San Francisco, CA - [Chief Engineer (Staff Engineer)](https://feeny.ai/job/chief-engineer-staff-engineer-interface-ai-remote-0q6ry3ssp1g6)