IT System Engineer

About Us

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction.

Why join us

At Observe.AI, we're redefining how businesses connect with their customers through cutting-edge AI. Our platform empowers enterprises to transform contact center operations with intelligence, automation, and actionable insights, helping some of the world's most recognized brands deliver exceptional customer experiences.

Joining Observe.AI means becoming part of a high-growth, innovation-led company where technology is not just an enabler, it's the foundation of everything we build.

As a System Engineer, you will play a critical role in powering the infrastructure that keeps our teams productive, secure, and scalable. This is far more than traditional IT support. You'll be at the intersection of automation, infrastructure reliability, security, and modern workplace technology, helping build seamless internal systems that support a fast-paced global organization.

If you enjoy solving complex infrastructure challenges, automating away repetitive tasks, strengthening enterprise security, and working with modern cloud and workplace technologies, this role offers the opportunity to make a meaningful impact every day.

What you'll be doing

• Automation Strategy: Design and implement sophisticated automation for IT workflows to eliminate repetitive manual processes and enhance operational speed.
• Infrastructure Management: Develop comprehensive metrics dashboards to monitor and manage global systems and infrastructure, ensuring strict adherence to company guidelines and SOPs.
• Systems Availability: Proactively maintain the highest levels of system and infrastructure uptime to support a fast-paced, global organization.
• Performance Optimization: Monitor and test application performance for potential bottlenecks, collaborating directly with engineering teams to architect and implement robust fixes.
• Security & Resilience: Strengthen enterprise security, Business Continuity Planning (BCP), Disaster Recovery (DR), and infrastructure redundancy strategies.
• Custom Engineering: Develop and maintain specialized scripts aimed at maximizing system efficiency and minimizing human intervention time across various technical tasks.
• Cross-Functional Collaboration: Engage with diverse technical and business teams to ensure the seamless integration of tools and consistent adherence to security measures.
• Systems Design: Actively participate in the architectural design of IT information and operational support systems to power a scalable workplace.
• Advanced Support: Provide expert-level technical escalation and support to the End User Computing (EUC) team to maintain high service quality.

What you bring to the role

• Experience with scripting and automation skills (e.g., Bash, Python, Poweshell etc.)
• Possess knowledge and familiarity with Application Programming Interfaces (APIs).
• Demonstrate proven expertise in systems planning, security principles, and best practices in general software management.
• Experience with remote management and IT automation tools
• Ability to implement monitoring tools and troubleshoot system issues to maintain high system availability and reliability.
• Fair knowledge on awareness of security, audit, risk and compliance within enterprise IT environment
• Experience in designing, deploying and managing OS Auto Deployments and Fleet/Configuration Management
• Knowledge of change management processes to implement updates and changes in a controlled and efficient manner.
• Effective communication and teamwork skills to collaborate with cross-functional teams and understand user requirements.
• Hands on experience in managing any Corp services and tools like Google Workspace, Microsoft Office, Slack, Azure AD or Okta, DNS, DHCP.. etc
• Hand on experience with MDM automation.
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
• Cloud Platforms knowledge: AWS, Microsoft Azure, GCP and Google Suite/Office 365
• Knowledge of network topologies & WiFi
• Knowledge of Private and Public Cloud

Perks & Benefits

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.