Support Engineer

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 maintain system health, troubleshoot complex technical issues, and assist with the configuration of our AI-driven banking solutions.

Responsibilities

• Diagnose and resolve complex technical issues related to digital bots, telephony integrations, and core banking configurations.
• Serve as a technical subject-matter expert for new telephony setup and troubleshooting.
• Efficiently manage and clean up incoming ticket queues, ensuring accurate classification and timely resolution.
• Collaborate with Implementation, Engineering, and Customer Success teams to provide guidelines on scope and technical feasibility.
• Perform limited overnight or early morning deployments as needed.
• Contribute to the internal knowledge base to clarify roles and standard operating procedures for the support team.

Requirements

• 4+ years of experience in a technical support or implementation engineering role.
• 2+ years of experience with telephony systems, SIP, or IVR configurations.
• Proven ability to troubleshoot SaaS platforms and API integrations.
• Strong communication skills to translate complex technical concepts for non-technical stakeholders.

Preferred Qualifications

• Background in Conversational AI, digital bots, or Natural Language Processing (NLP).
• 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.