Product Support Engineer II

Job Description

SoundHound AI is seeking a Product Support Engineer II to provide advanced technical support for its Voice AI products. The role involves deeper troubleshooting expertise and experience with voice-related technologies.

The successful candidate will be responsible for addressing escalated issues, performing in-depth analysis, and providing advanced support for applications including Java/JVM, Kubernetes, MySQL/Cassandra Database, Voice Processing, VoIP, and telephony components.

Based in Bengaluru, India, the Product Support Engineer II will work for Amelia Global Services, a subsidiary of SoundHound AI.

Responsibilities:

• Address escalated issues from Level 1 support.
• Diagnose issues with java applications, database, network connection, high availability, voice services, application performance, and connectivity using advanced troubleshooting skills.
• Investigate deeper technical issues specific to the Java runtime and Linux environment.
• Resolve complex issues related to application service failures, dependencies, and configuration settings.
• Work on Kubernetes based application deployment and troubleshooting.
• Diagnose and resolve issues related to voice quality, latency, jitter, packet loss, SIP protocol errors, and connectivity within VoIP and telephony applications.
• Monitor application performance using tools like Zabbix, Nagios, and Prometheus.
• Record and manage incidents thoroughly in the ticketing system.
• Recognize when issues require escalation to Level 3 or development teams and provide clear handoff information.
• Support users in setting up and optimizing configurations.

Requirements:

• Proficiency in troubleshooting Java-based applications.
• Proficiency in scripting languages such as Bash, Perl, and/or Python.
• Familiarity with voice technologies and protocols such as SIP, RTP, VoIP, and codecs.
• Strong understanding of network troubleshooting related to voice applications.
• Hands-on working knowledge of Freeswitch configuration, troubleshooting, and scripting.
• Familiarity with SQL to address database-related issues within the Java application.
• Strong analytical skills to diagnose complex issues and perform root cause analysis.
• Ability to document troubleshooting steps and solutions clearly.
• Minimum 4 years of experience in application management and troubleshooting or similar field.
• Prior experience in technical support or administration of voice, VoIP, or telephony systems is highly advantageous.
• Knowledge of IT Service Management (ITSM) frameworks and ITIL practices for advanced incident, problem, and change management.
• Familiarity with ticketing software (e.g., JIRA, ServiceNow) and monitoring tools such as Zabbix, Grafana, Prometheus or similar for system and network performance.