Support Engineer

📋 Description

• Manage incoming support requests from direct customers and partner support teams, prioritizing
• Maintain clear ownership of every support request, ensuring each ticket has an assigned owner
• Monitor response and resolution times, customer satisfaction (CSAT), first-contact resolution
• Take responsibility for issues requiring collaboration with other internal teams or external
• Investigate and resolve technical issues involving platform configurations, APIs, integrations
• Identify whether problems originate from customer configurations or underlying product defects

🎯 Requirements

• Entry-to-mid-level professional experience, with demonstrated achievements in technical support
• A proven ability to manage support requests from initial diagnosis through resolution, recovery
• Strong organizational and prioritization skills, with the ability to manage multiple open tickets
• Demonstrated experience building or implementing practical AI-powered solutions, such as
• Ability to explain how AI-based solutions were developed, tested, monitored, and improved
• Technical curiosity and familiarity with APIs, system logs, data mappings, spreadsheets, and SQL

🎁 Benefits

• Competitive compensation: Attractive salary package based on experience and qualifications.
• Equity participation: Opportunity to receive equity in a fast-growing startup.
• Healthcare coverage: Medical, dental, and vision benefits.
• Retirement benefits: Access to retirement savings benefits.
• Remote work: Remote-first working environment within the United States.
• Flexible collaboration: Optional opportunities for in-person team collaboration.