Designated Technical Support Engineer

Description

The company offers a Work AI platform that helps people work more effectively with AI. It started as enterprise search and now combines search, an AI assistant and AI agents on one secure, open platform.

The platform includes over 100 enterprise SaaS connectors, a choice of LLMs and robust APIs, so organizations can manage, scale and tailor AI without vendor lock-in or lengthy implementations.

The company's Enterprise Graph and Personal Knowledge Graph link people, content and activity to give each employee personalized, context-aware answers. Its AI agents work across teams using enterprise and public data, both structured and unstructured, historical and real-time.

The company serves customers in more than 50 industries and has over 1,000 employees in more than 25 countries. It is a venture-backed startup that is growing quickly.

You will join the team as a Designated Technical Support Engineer and act as a trusted technical resource for customers, giving them both proactive and reactive support. The team builds a knowledge assistant tailored to each employee that makes company information easy to access, relevant and current.

Responsibilities

• Own proactive and reactive support for your assigned customers, setting the priority of their issues
• Meet your assigned customers on a regular schedule to review open issues, build resolution plans and improve how you and your colleagues support them
• Stay reachable to your customers through shared communication channels so they receive quick replies and updates
• Write and maintain runbooks and knowledge articles for each assigned customer
• Give first response, troubleshoot technical problems, resolve them and follow each issue through to completion
• Help customers configure, set up and verify new content sources and product features so they get more value for their users
• Teach customers how to use the product's features
• Detect system and user health problems, then build and carry out fixes while keeping the customer informed
• Handle alerts that affect customers, coordinating with their admins and system resources until resolution
• Work with teams across the company to improve products, processes and service
• Lead projects that make support more scalable and efficient and improve the customer support experience
• Coordinate all support work for your assigned customers, following stricter access and security procedures where required, and act with urgency on their issues
• Advocate for your assigned customers' needs in product and security improvements that make support better for them

Requirements

• Curious about technology: you keep learning new technical skills and share what you learn with peers
• Persistent: you want to take on the hardest customer and technical problems to improve customer satisfaction
• Clear communicator: you present well and interact skillfully with customers and internal teams
• Organized and methodical: you see every issue through to completion
• Data-driven: you use metrics and objective measures to judge your success and find ways to improve the customer experience
• Must-have: strong problem solving, including troubleshooting and tracing issues to their root cause
• Must-have: ability to debug by reading application logs, analyzing stack traces and reviewing browser trace files
• Must-have: experience in at least one of Customer Solutions Engineering, Support Engineering or Professional Services
• Must-have: hands-on experience with at least one of search technologies, knowledge technologies or SaaS-based system integrations
• Must-have: experience with at least one of Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure
• Must-have: experience troubleshooting REST API issues
• Must-have: working knowledge of SSO, SAML and OAuth, plus network troubleshooting
• Must-have: ability to fully document the issues you manage and contribute to the support knowledge base
• Good-to-have: knowledge of SQL and databases, basic Kubernetes, and intermediate or advanced Linux
• Good-to-have: experience with GitHub, Jira and Confluence
• Good-to-have: basic understanding of LLMs and how GPT works

Conditions

This is a hybrid role, with 3 days a week in the office in Nashville, TN.

The standard base salary for this role is $125,000 to $164,000 USD per year. Final pay depends on factors such as location, level, job knowledge, skills and experience.

Certain roles may be eligible for variable compensation, equity and benefits.

This role is dedicated to select customers and requires additional background screenings, clearances, training and certification. It also involves carrying and using customer-provided equipment and extended on-call shifts set by customer contracts.

The interview process includes a short AI-focused exercise or discussion about how you think about, design and use AI. You may draw on any tools or workflows you use today, and prior experience with the company is not required.

The company welcomes applicants of all backgrounds and does not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability or race.

Benefits

• Competitive compensation and a full benefits package
• Medical, vision and dental coverage
• Generous time off
• Contributions to your 401k to support long-term savings
• A home office improvement stipend when you join
• Annual education and wellness stipends
• Regular company events
• Healthy lunches provided daily