Tech Support Engineer

Summary

Join Level AI's rapidly growing go-to-market team as a Tech Support Specialist and play a crucial role in ensuring customer satisfaction. You will provide technical assistance and support for Level AI's software, troubleshooting issues, and implementing solutions. This involves partnering with product and engineering teams, identifying and prioritizing problems, and communicating progress to clients. You will leverage your technical expertise in SaaS applications and cloud technologies to support customers and develop domain expertise in NLU and common SaaS integrations. The role requires strong organizational skills and the ability to handle multiple complex customer tickets simultaneously. Level AI offers a dynamic work environment with opportunities to shape the future of AI in businesses.

Requirements

• Possess technical experience with modern SaaS applications and systems
• Maintain organization and handle multiple complex customer tickets simultaneously
• Be available in PST hours

Responsibilities

• Serve as an expert on Level AI’s product and apply your technical knowledge to support customers
• Partner with the Customer Success teams and engineering to troubleshoot customer issues, and deliver solutions
• Answer knowledge-based questions about the product, and advise on best practices
• Develop domain expertise in the areas of common SaaS Integrations (such as Salesforce and Kustomer) and Level AI’s NLU use cases
• Document best practices, and answers to common questions and issues
• Collaborate with Engineering to prioritize product issues and solutions
• Design and implement scalable processes to build out the support team, globally

Preferred Qualifications

• Have experience with cloud data warehouse technologies such as Snowflake and connectors such as FiveTran
• Have experience with reporting tools
• Understand NLU technologies and their applications

Benefits

• Work in a dynamic environment with opportunities to shape the future of AI in businesses
• Receive the freedom and resources needed to be effective in your role