Technical Support Engineer

About the position

We are seeking a highly motivated and skilled Technical Support Engineer to join our customer support team. As a Technical Support Engineer for the Lilt platform, you will work directly with our customers and linguists to help them resolve the issues they face while working with the platform and help LILT 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.
• Be prepared to work in a 24x5 shift environment.

Requirements

• 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

• Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays.
• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, and more. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability.
• Paid parental leave is provided after 6 months.
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle.