Hands-on engineering role inside Support: you resolve the hardest cases yourself, and you spend roughly half of your time making sure the same case never needs resolving twice.
You will be one of the people who set the standard for how a senior engineer works, what good root-causing looks like, and how automation is built so that colleagues can trust it.
Responsibilities
Resolve at the third level: take difficult, cross-tier cases across the osapiens HUB, reproduce, read logs and code, root-cause across portal, backend and integrations, and work with Engineering on fixes and workarounds.
Find the patterns: analyse Freshdesk ticket data, chatbot logs and help-center searches to identify clusters of recurring questions, missing documentation and misrouted tickets, and quantify what they cost.
Build the automation: design and implement resolution logic including entitlement and product checks at intake, answer suggestions for agents grounded in documentation, automatic resolution where safe, and guardrails.
Close the documentation loop: turn resolved tickets into help-center articles and academy content with Technical Writers and Solution Experts.
Automate escalation: implement rules that recognise an incident early and route it to Engineering and CX leadership.
Measure and report: own the numbers for automations — deflection rate, auto-resolution rate, agent handling time, reopen rate.
Requirements
Senior-level engineering experience.
Technical depth and an AI-and-automation mindset.
Ability to read logs and code and root-cause across portal, backend and integrations.
Experience with Freshdesk, chatbot logs and help-center analytics.