Technical Support Engineer – AI SaaS

SkillWork is a London-born diverse group of techies, entrepreneurs, and business specialists with years of experience in developing innovative digital products for our clients, from startups to corporates. With prominent clients such as GSK and partners such as UCL, we find pride in our unique approach to solving our clients’ problems with technology.

At Skillwork, we firmly believe that genuine innovation thrives in a culture that is brimming with happy and talented individuals, and where clients engage not with a contractor, but with a true partner that they can talk to and rely on.

The product:

We’re partnering with a leading AI-first language technology company – Lilt.com, backed by top-tier investors and trusted by global enterprises across tech, government, and media. Since 2015, the company has been pioneering innovation in machine translation by combining Large Language Models, advanced contextual AI, and human feedback to deliver fast, accurate, and scalable multilingual experiences across 100+ languages.

Recognized among the top software companies globally, this team is shaping the future of content localization and automation through cutting-edge NLP, deep learning, and seamless integrations with 100+ enterprise systems.

If you’re passionate about high-impact AI products, building meaningful global experiences, and solving complex technical challenges in a fast-moving environment — this is a unique opportunity to get involved.

The role:

We are seeking a highly motivated and skilled Technical Support Engineer to join our clients customer support team. As a Technical Support Engineer for the platform, you will work directly with our clients customers and linguists to help them resolve the issues they face while working with the platform and help our client to improve its AI platform.

You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You will collaborate closely with our production and customer success teams and leverage your technical abilities to ensure timely delivery of projects to our customers.

The role also provides you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users that depend on our product every day.

It’s a great opportunity to learn a technically complex, customer-oriented product from the inside-out. Every day brings exciting and new challenges!

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.

● Analyse 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.

Who you are:

● You are creative, courageous and have strong problem-solving capabilities

● You can adapt to change quickly, while dealing with many varied technical support requests and challenges

● You are highly technical with an interest in internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).

● You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.

● You’ve had exposure to uncertain situations and show a history of dealing with ambiguity successfully

● You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.

Skills and Experience:

● Excellent customer service and problem solving skills

● Ability to quickly diagnose, multi-task and resolve customer issues

● Must be able to research application database, application code and knowledge base and recreate issues to provide customer solutions

● Effectively communicate with customers as required: keeping them informed of incident progress and maintaining records of customer interactions including actions taken – in written and sometimes in a meeting conference call

● 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

● Experience in a Technical Support team setting (preferably in enterprise application software support) for more than 2 years

● 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:

● 25 days of annual paid leave

● Additional health insurance via UNIQA

● MultiSport card

● Employee Referral Program

● Opportunities for professional growth and career development

● Dynamic and collaborative work environment

● Flexible work schedule and fully remote work

● US working hours (apr. 16:00 – 00:00 EET time zone).

About Skillwork:

Skillwork is a UK founded software studio, bringing together a diverse group of techies, entrepreneurs, and business specialists with years of experience in delivering innovation to clients, from startups to corporates. With prominent clients such as GSK, Haleon, HSBC, and a number of startups and scale-ups some of which have had successful exits, we pride ourselves with our unique approach when it comes to building solutions.

At Skillwork, we firmly believe that genuine innovation thrives in a culture that fosters happiness and is brimming with talented individuals. Our team is composed of a diverse group of tech enthusiasts, entrepreneurs, and business specialists who collectively possess extensive experience in delivering groundbreaking solutions to clients ranging from startups to corporate enterprises.

As a technology company, we prioritise pragmatism and functionality over unnecessary complexity. We firmly believe in comprehending the challenges at hand, conducting thorough testing and learning processes, and ultimately constructing tailored solutions that maximise opportunities and value.

Over time, we have honed and perfected this approach, empowering our customers to transform their ideas into tangible products.

Our Mission

It is our mission to empower digital evolution and drive innovation, by bringing the right people together and creating a culture of business orientated techies.