Job Description

SoundHound AI believes every person should be able to interact naturally with the products around them—by simply talking. With a global reach spanning two dozen languages, we build Voice AI products with conversational intelligence for industries ranging from automotive, restaurants, and retail to enterprise sectors such as financial institutions, insurance, and healthcare. Our solutions empower customers to extend their brand in new and meaningful ways, revolutionizing how businesses connect with their audiences.

The Product Support Engineer II role requires deeper troubleshooting expertise and experience with voice-related technologies. This position involves handling escalated issues, in-depth analysis, and providing more advanced support for applications that include Java/JVM, Kubernetes, MySQL/Cassandra Database, Voice Processing, VoIP, or telephony components.

In this role, you will:

• Address escalated issues from Level 1 support. Use advanced troubleshooting skills to diagnose issues with java applications, database, network connection, high availability, voice services, application performance, and connectivity.
• Investigate deeper technical issues specific to the Java runtime and Linux environment, including JVM tuning, memory management, thread analysis, and file permissions. Resolve complex issues related to application service failures, dependencies, and configuration settings.
• Knowledge of working 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. Utilize voice network knowledge to address audio-related problems, including codec mismatches and session setup failures.
• Monitor the application’s performance, using tools such as Zabbix, Nagios, Prometheus, etc. and scripts to detect potential issues with CPU, memory, and network utilization that might impact voice quality or application stability. Identify trends and potential areas for optimization.
• Record and manage incidents thoroughly in the ticketing system, documenting root cause analysis, troubleshooting steps, and resolutions. Ensure accurate, detailed documentation for each issue to support continuous improvement and knowledge sharing.
• Recognize when issues require escalation to Level 3 or development teams, particularly for code-related issues, systemic performance bottlenecks, or deep voice protocol analysis. Provide clear, detailed handoff information for swift resolution.
• Support users in setting up and optimizing configurations, such as RBAC parameters, environment variables, file permissions, and Linux service settings.

We would love to hear from you if:

• You have proficiency in troubleshooting Java-based applications, including experience with JVM optimization, garbage collection tuning, and interpreting Java exceptions or memory errors.
• You have proficiency in scripting languages such as Bash, Perl, and/or Python, with a focus on automating tasks, resolving issues, and optimizing system performance.
• You are familiar with voice technologies and protocols such as SIP, RTP, VoIP, and codecs. Understanding of troubleshooting voice quality issues, latency, and session setup problems in voice applications.
• You possess a strong understanding of network troubleshooting related to voice applications, including knowledge of network protocols (TCP/IP, UDP), packet capture tools, and network latency analysis.
• You have a hands-on working knowledge of Freeswitch configuration, troubleshooting, and scripting (XML dial plans and configuration files, MRCP profiles, SIP profiles, LUA scripting)
• You have familiarity with SQL to address database-related issues within the Java application, such as troubleshooting query performance and database connectivity.
• You possess strong analytical skills to diagnose complex issues, perform root cause analysis, and resolve advanced problems efficiently.
• You have the ability to document troubleshooting steps and solutions clearly, share insights with Level 1 support, and communicate technical information effectively with users and team members.
• You have a minimum 4 years of experience in application management and troubleshooting or similar field
• You have prior experience in technical support or administration of voice, VoIP, or telephony systems is highly advantageous.
• You have knowledge of IT Service Management (ITSM) frameworks and ITIL practices for advanced incident, problem, and change management.
• You have familiarity with ticketing software (e.g., JIRA, ServiceNow) and monitoring tools such as Zabbix, Grafana, Prometheus or similar for system and network performance.

This role is available in Bengaluru and will be hired into Amelia Global Services, a subsidiary of SoundHound AI. Our recruiting team will provide a total compensation range based on location and years of experience.