AI Technical Support Engineer

A global leader in AI language technology is looking for an experienced hands-on customer-facing Technical Support Engineer. The TS Engineer serves as the first point of contact for customers and linguists, troubleshooting complex technical issues, reproducing bugs, and ensuring smooth delivery of multilingual solutions. You’ll work closely with engineering, production, and customer success teams to improve the platform, while also building tools and features that directly impact both internal and external users. 

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. 

Responsibilities:

• 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 the company’s platform users.
• Be a key source of knowledge on the 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.
• Author knowledge base articles and drive internal knowledge-sharing initiatives.
• US working hours (apr. 16:00 – 00:00 EET).

You are:

• Able to adapt to change quickly, while dealing with many varied technical support requests and challenges.
• Highly technical with an interest in internet technologies and knowledge of technical processes (SQL/HTML/JS/ PHP/Java/Scripting).
• Self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision.
• Able to prioritize appropriately based on urgency, necessity and both internal and external requests.

Requirements:

• 2+ years of experience in a Technical Support team setting (preferably in enterprise application software support).
• 2+ years of experience with SQL/Relational DBs.
• 2+ years of experience in a Linux and Kernel environment.
• 2+ years of experience with Scripting (i.e. Bash, Python, etc.).
• Experience with a monitoring tool (preferrably Datadog).
• Excellent customer service and problem solving skills.
• 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.
• STEM degree preferred but not required.
• Experience within the localization industry and multiple languages is a plus.

Benefits:

• 100% Remote work.
• 25 vacation days.
• Additional health insurance.
• Fully covered MultiSport.
• Employee Referral Program.
• Opportunities for professional growth and career development.

(No. 2709 from 17.01.2019)