Senior Support Engineer

Lilt - Boston, MA

Full-time - Mid Level

Boston, MA

Publishing Industries

About the position

The Senior Support Engineer at LILT serves as the primary point of contact for customers and translators, focusing on resolving platform and payment issues. This role involves collaboration with various teams to provide effective solutions, leveraging technical skills and customer service expertise to enhance user experience and product quality.

Responsibilities

• Lead incident response efforts for critical platform issues, coordinating with relevant teams to ensure timely resolution and communication with affected customers.
• Act as the primary contact for platform and payment issues, troubleshoot problems, and provide effective solutions in collaboration with engineering and other customer-facing teams.
• Identify areas for improvement based on customer feedback and implement internal solutions through process creation and knowledge base updates.
• Collaborate with colleagues, mentor junior team members, and uphold best practices within the Customer Engineering team.
• Maintain and enhance the internal and external knowledge bases to ensure they are up-to-date and comprehensive.

Requirements

• 5+ years managing enterprise customer tickets in a SaaS or software services setting.
• Excellent interpersonal and customer service skills.
• Strong critical thinking and problem decomposition skills to quickly diagnose and solve issues.
• Experience with supporting customers in integrating APIs and troubleshooting API-related issues.
• Basic command of SQL and database manipulation.
• Command line experience within a Linux environment.
• Basic scripting experience (i.e. Bash, Python, etc.).
• Proven track record of team leadership and introducing best Support Engineering practices in the team.
• Experience with a modern ticketing system and knowledge base (Jira, Zendesk, Freshdesk, etc.).
• Bachelor's Degree or equivalent experience in Information Security, Computer Science, Electrical Engineering, or related fields.

Nice-to-haves

• Multilingualism is a great asset.
• Experience with user support of web-based applications.

Benefits

• At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays.
• Coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits.
• Basic life insurance, short-term disability, and long-term disability coverage.
• Paid parental leave after 6 months.
• Monthly lifestyle benefit stipend via the Fringe platform.