Designated Technical Support Engineer

Description

The company is a venture-backed startup that is growing quickly. Its work AI platform brings together enterprise search, an AI assistant and AI agents, with over 100 SaaS connectors, a choice of LLMs, and APIs, without vendor lock-in or lengthy implementation.

Its knowledge graphs map links between people, content and activity, so answers fit each employee and draw on both internal company data and outside information.

Customers span more than 50 industries, and the company has over 1,000 employees in more than 25 countries.

The team is building a knowledge assistant that gives every employee access to all company information, current and in context.

In this role you are a trusted technical resource for customers, giving proactive and reactive support with the aim of the top level of service in the field.

Responsibilities

• Take ownership of proactive and reactive support for your assigned customers, setting priorities across their issues.
• Give first response, troubleshoot, resolve and follow up on customer issues and questions.
• Meet regularly with assigned customers to review issues, agree resolution plans, and improve how you and colleagues support them.
• Stay reachable for assigned customers on shared communication channels so replies and updates arrive on time.
• Spot system and user health problems, then build and carry out fixes while keeping the customer informed.
• Lead handling of customer-impacting alerts, working with the customer's admins and internal resources until resolution.
• 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 product features.
• Write and maintain runbooks and knowledge articles for each assigned customer.
• Coordinate all support work with your customers, including stricter access and security steps, and act with high urgency.
• Work with teams across the company on product, process and service improvements.
• Lead projects that make support more scalable and efficient and improve the customer support experience.
• Advocate for your customers' needs in product and security improvements.

Requirements

• You are curious about technology, keep building your skills, and share what you learn with peers.
• You take on the hardest customer and technically complex problems, aiming for customer satisfaction.
• You present well and communicate clearly with customers and internal teams.
• You stay organized and methodical, seeing every issue through to completion.
• You use metrics to measure success and find improvements, for yourself and for the customer experience.
• Must-haves:
• Strong problem solving: you can troubleshoot and trace issues to their root cause.
• You can debug by reading application logs, analyzing stack traces and reviewing browser trace files.
• You have worked in customer solutions engineering, support engineering or professional services.
• You have hands-on experience with search technologies, knowledge technologies or SaaS integrations.
• You have worked with GCP, AWS or Azure.
• You have troubleshot REST API issues.
• You have hands-on work with SSO, SAML, OAuth and network troubleshooting.
• You fully document the issues you handle and contribute to the support knowledge base.
• Good-to-haves: SQL or database knowledge, basic Kubernetes, and intermediate to advanced Linux.
• Good-to-haves: experience with GitHub, Jira and Confluence.
• Good-to-haves: basic understanding of LLMs and how GPT works.

Conditions

The role is hybrid, with 2 days a week in the New York, NY office.

The standard base salary is $143,000 to $190,000 USD per year. Actual pay depends on location, level, job knowledge, skills and experience. Some roles may also be eligible for variable pay, equity and benefits.

This role is dedicated to select customers. It requires extra background screenings, clearances, training and certification, use of customer-provided equipment, and extended on-call shifts set by customer contracts.

Interviews include a short AI exercise or discussion on how you think about, design and use AI. You may mention tools and workflows you use today, and prior experience with the company is not required.

The company is an equal opportunity employer and does not discriminate on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability or race.

Benefits

• Medical, vision and dental coverage.
• Competitive compensation and a generous time-off policy.
• Option to contribute to a 401k plan for long-term savings.
• A home office improvement stipend when you join.
• Annual education and wellness stipends.
• Regular company events and healthy lunches every day.