Technical Support Engineer

Summary

Join Forethought, a leading Generative AI company, as a Technical Support Engineer. You will become an expert on the Forethought AI platform, troubleshooting complex technical issues for clients and optimizing processes. Collaborate with various teams to resolve problems, improve the platform, and enhance the knowledge base. This role requires strong analytical and troubleshooting skills, experience with Python and SQL, and excellent communication abilities. You'll enjoy a flexible work environment and a chance to be an early member of a hyper-growth startup.

Requirements

• 2-5 years of experience
• Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems
• Strong verbal and written communication, including active listening, conflict resolution & customer empathy
• Skilled in technical writing, have experience contributing to knowledge bases or product documentation
• Strong understanding of databases and experience leveraging BI/analytics tool sets
• You’re able to collect, analyze, and make business recommendations with data
• Proficiency with python, bash, javascript, or other programming languages
• Experience utilizing and troubleshooting API's. Comfortable interpreting and leveraging API documentation
• Understanding of machine learning fundamentals
• Enjoy having autonomy while actively seeking out your team for advice and solutions where needed

Responsibilities

• Become an expert on the Forethought AI platform and related solutions - serve as key point of contact for clients after the product implementation phase
• Continuously acquire deep product knowledge and learn new technologies
• Troubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues and other Forethought related questions, while meeting our SLA’s and quality goals
• Assist with product maintenance requests such as machine learning model improvements and adjustments
• Communicate with customers in the support portal or video conferencing sessions, clearly explaining solutions and providing advice on specific capabilities of the Forethought platform
• Collaborate with product and engineering teams to report issues/bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends
• Participate in a rotating on-call schedule for emergency technical support assistance
• Assist in enhancing our knowledge base and help center content based on customer support trends
• Collaborate with CX to help provide support trends/insights for QBRs

Preferred Qualifications

• Familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)
• Strong understanding of databases (Elasticsearch and SQL familiarity preferred)
• Experience leveraging BI/analytics tool sets (Looker preferred)
• Experience working in Zendesk (preferred) and/or Salesforce. You’re able to keep track of the many different cases you’re handling and you provide frequent updates to customers

Benefits

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low ego company culture that is obsessed with feedback and helping each other grow
• A distributed team, with a flexible approach to work that allows you to choose how you best work
• Health Insurance
• Paid maternity, paternity & parental leave
• Company wide wellness days