Technical Support Engineer at Sendbird

The Company Sendbird is on a mission to build the AI workforce of tomorrow. For over a decade, we built the infrastructure behind conversations—chat, voice, video, messaging APIs—and became the #1 CPaaS platform for in-app communications. 4,000+ brands trust us. 7 billion messages flow through our platform every month. 300 million monthly active users. We powered conversations for DoorDash, Match Group, Noom, Yahoo Sports, Rakuten, and thousands of others. We were good at what we did. Really good. We also saw it early: AI would fundamentally reshape how businesses talk to customers. The infrastructure we'd spent a decade building would become commoditized. The value would move up the stack—into intelligence, into experience, into outcomes. We had a choice: protect what we built, or reinvent ourselves. We chose reinvention. In December 2024, we made the full strategic pivot to AI-first customer experience. By February 2025, we'd launched our AI agent for enterprise CX—built on a decade of conversation data, now with intelligence on top. And in November 2025, we rebranded to delight.ai. The name says it all. AI's real promise isn't efficiency or cost savings. It's giving customers back something they lost—the feeling of being truly understood and cared for. Not satisfied. Delighted. The Product Delight.ai is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesn't. Delight.ai builds memory over time, learns preferences, and connects context across every channel—chat, SMS, email, voice, WhatsApp—without losing the thread. We're building AI that makes customers feel understood, seen, and remembered. Why Technical Support Engineer Enterprise customers don't just need answers. They need someone who understands their stack, speaks to them on a technical or non-technical level, and moves fast enough to keep their products running. In the world of AI, as delight.ai scales, the need to always be learning remains constant. This role exists because great support is a product decision. The person who fills it won't just resolve tickets. They'll use AI to diagnose faster, document smarter, and build internal tools that make the whole team sharper. If you want to grow at the intersection of customer obsession and technical craft, this is where that happens. The Role You own the technical relationship between delight.ai and its enterprise customers when things go wrong, working directly with developers to diagnose, reproduce, and resolve issues across our chat, video, and messaging platform. You're comfortable using AI tools to accelerate your work, or you are willing to learn, and you treat every recurring problem as an opportunity to build something that prevents it from coming back. You might be this person if • You can read a stack trace or an API log and feel oriented, not lost. • You genuinely care when a customer is stuck, and you stay in it until the problem is actually solved. • You write clearly and concisely, especially under pressure. • You're comfortable context-switching between multiple open issues without losing the thread on any of them. • Your first instinct with a repetitive support task is to automate or templatize it, not just complete it. • You use AI tools (ChatGPT, Claude, Gemini) as a daily co-pilot for debugging, drafting responses, and writing scripts. • You find yourself building small internal tools or scripts to make your own workflow faster, then sharing them with the team. You need to have • The ability to work from 11:00 AM - 8:00 PM IST to help cover EMEA customers. • 1-2 years of professional experience as a technical support engineer. • Working knowledge of at least one web or mobile platform: iOS, Android, React Native, React, or Angular. • Understanding of basic web technologies: HTTP, HTML, RESTful APIs, WebSocket. • Ability to debug and troubleshoot complex systems across web servers, databases, and mobile devices. • Business proficiency in English, both written and verbal. • Understanding of SaaS software, API servers, and SDK components. What you'll actually do • Diagnose and resolve customer-reported issues end-to-end, from initial triage through root cause analysis, using AI-assisted debugging tools where applicable. • Build and maintain diagnostic tools and scripts to help the team identify and reproduce issues more quickly. • Develop deep technical knowledge of Delight.ai's product architecture to anticipate where issues arise before customers escalate. • Collaborate directly with product and engineering teams to surface patterns in customer issues and advocate for fixes that improve platform quality. • Manage enterprise customer support within agreed SLAs via ticketing systems, monitoring queues, and proactive communication. • Serve as the first technical point of contact across inbound channels, including email, messenger, and internal escalations from cross-functional teams. • Contribute to internal documentation and knowledge bases, using AI tools to keep content accurate and easy to find. • Participate in flexible shift rotations to ensure timely response coverage beyond standard business hours. Added Value • Experience working at an API-first startup • Familiarity with support tooling such as Salesforce or Jira • Experience reading and debugging code in at least one programming language, or 1+ year of software engineering experience What We Offer • The flexibility to work from home along with a home internet stipend and the necessary equipment to complete your work • Health insurance coverage • Generous Paid Time Off (20 days per year (prorated by start month), plus your birthday off, a floating Rest and Rejuvenate Day, and congratulations and condolences leaves to honor life events, and 11 National Holidays • Our BYBS (Be Your Best Self) Boost provides an annual budget of 142,000 INR (prorated by start month) to help you thrive. Use toward a vacation, work out equipment, professional conferences, whatever helps you be your best self • Our Global Citizenship Boost. We reimburse the cost of lessons (up to 13,000 INR monthly) to learn a new language. • Company paid weekly lunches using your local home delivery app What diversity and inclusion mean to us There is no such thing as a perfect candidate and the best employees come from a wide range of backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you. Why Sendbird We're not patching a legacy product. We're rebuilding what customer experience means from the ground up, with a decade of conversation infrastructure as our foundation and AI as our future. The people joining now will shape how that gets built. If you want to own real outcomes at a company mid-reinvention, this is the moment.