Technical Support Engineer

Company Description

Intellixent.ai is a forward-thinking AI innovation company specializing in AI Voice Agents and intelligent contact center automation designed to transform modern businesses. Backed by The NetSolvers Inc. (Canada), Intellixent enables organizations to automate customer conversations, reduce missed calls, and scale operations without replacing existing phone systems.

By combining AI voice automation with telecom-grade reliability, Intellixent delivers consistent, high-quality customer experiences. We serve businesses across Canada and the United States, with a strong focus on SMBs, clinics, restaurants, and service-oriented organizations.

Role Description

This is a contract-based, hybrid role, primarily located in Karachi, offering a mix of on-site and remote work.

As a Support Engineer, you will provide technical assistance and troubleshooting for AI-based voice solutions and intelligent contact center platforms, ensuring high service reliability and customer satisfaction.

You will handle day-to-day technical support activities, assist with basic deployments and configurations, and collaborate closely with senior engineers and the development team to resolve more complex issues. This role plays a critical part in maintaining the operational stability of Intellixent’s solutions and building long-term customer relationships.

Key Responsibilities

Provide first-line and second-line technical support for AI Voice Agents and contact center solutions

Identify, diagnose, and resolve technical issues related to:

AI agent behavior and call flows

Voice routing and configuration

Platform or service availability

Monitor systems and dashboards to ensure service uptime and performance

Assist with basic deployment, configuration, and testing of AI voice agents

Document issues, resolutions, and support procedures clearly

Escalate complex technical issues to senior engineers or development teams with proper analysis

Communicate effectively with customers to provide updates, guidance, and resolutions

Contribute to continuous improvement of support processes and documentation

Qualifications

Strong experience in Technical Support and Troubleshooting

Solid Customer Support and Customer Service skills with a focus on user satisfaction

Strong analytical and problem-solving abilities

Excellent verbal and written communication skills for both technical and non-technical stakeholders

Ability to adapt quickly in a fast-paced, evolving AI and SaaS environment

Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred)

Nice to Have

Experience with AI technologies, conversational AI, or automation platforms

Familiarity with telecom systems, VoIP, SIP, or call routing concepts

Prior experience in a SaaS, cloud, or technical support environment

Exposure to supporting North American customers or time zones

What We Offer

Competitive contract-based compensation

Exposure to cutting-edge AI voice and automation technologies

Opportunity to grow into Level-2 / Senior Support or Deployment roles

Work with international clients in Canada and the United States

Flexible hybrid working model