Technical Support Engineer

Summary

Join Forethought, a leading AI-native platform for enterprise customer support, as a Technical Support Engineer. You will become an expert on the Forethought AI platform, troubleshooting complex technical issues, and optimizing processes. Collaborate with Customer Success, Customer Support, and Engineering teams to resolve customer challenges. Leverage your strong analytical and troubleshooting skills, Python and SQL proficiency, and experience with API's to provide exceptional support. Contribute to knowledge base enhancements and participate in a rotating on-call schedule. This role offers a chance to be an early member of a hyper-growth startup with equity and a flexible work approach.

Requirements

• 2-5 years of experience
• Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)
• 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 (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)
• 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
• 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
• 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

Benefits

• Health Insurance
• Paid maternity, paternity & parental leave
• Work-laptop (Macbook pro)
• 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
• Company wide wellness days