As a Technical Support Engineer III at Observe.AI, you will help create a world-class customer experience for our customers which in turn will make them raving fans of the product. Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction. You will prioritise customer requests using our ticket system (Zendesk) and will take the lead in creating customer-facing documentation (Zendesk Guide) striving to deflect tickets through proactive knowledge articles. You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met. You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team.