Technical Support Engineer supporting enterprise customers with cloud platform. Answering technical questions, troubleshooting issues, and ensuring customer success.
About the role
- Technical Support Engineer addressing customer issues and platform improvements at Lilt. Collaborating with teams using AI to transform communication access for all.
Responsibilities
- Be a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.
- Interact regularly with Engineering, Production, and cross-functional management on high-profile technical issues to the product support team.
- Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.
- Analyze customer data, including log files, stack traces, browser traces, and thread dumps.
- Be an internal product advocate, track product processes, and contribute to the platform, feeding back feedback and issues you get back from LILT platform users
- Author knowledge base articles and drive internal knowledge-sharing initiatives.
- Be prepared to work in a 24x5 shift environment
Requirements
- 2+ years of experience in Technical Support team setting (preferably in enterprise application software support)
- Excellent customer service and problem-solving skills
- Ability to quickly diagnose, multi-task and resolve customer issues
- Must be able to research the application database, application code, and knowledge base, and recreate issues to provide customer solutions
- Must be able to work independently and as a member of a team
- STEM degree preferred but not required
- Experience with a monitoring tool like Datadog is required
- Experience within the localization industry and multiple languages is a plus
- SQL/Relational Databases - minimum 2-5 years
- Linux environment and kernel - minimum 2-5 years
- Scripting (i.e. Bash, Python, etc.) - minimum 2-3 years
Benefits
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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