AI Support Engineer ensuring rapid triage, root cause analysis, and resolution for production AI incidents. Monitoring system health and collaborating with engineers to implement observability best practices.
About the role
- Technical Support Specialist in a diverse team helping partners use our customer engagement platform effectively. Collaborating with Customer Success Managers and providing technical support and solutions.
Responsibilities
- play a crucial role in the Partner Success Team that owns technical relationships with our partners using our products and services,
- become an excellent communicator while mastering problem-solving skills,
- work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,
- troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,
- contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,
- meet important SLAs like response time and the lead time for issue resolutions which is an important aspect.
Requirements
- A university degree in Business, Marketing, Engineering, or related fields
- 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
- Strong communication skills in writing **(English)**
- High sense of responsibility and accountability
- Ability to provide timely responses and follow up systematically
- A natural problem solver with a positive attitude and love for helping others succeed
- Good debugging/troubleshooting skills
- Knowledge of HTML, CSS, or other programming languages is a plus
Benefits
- Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.
- Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.
- Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.
- Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.
- Help build the team you want to work with and enjoy rewarding referral bonuses.
- Opportunities to give back to your community through volunteering and purpose-driven social impact projects.
- From global retreats to team-building activities, expect year-round events that turn into lifelong memories.
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