Technical Support Engineer

Summary

Join Lilt's customer support team as a Technical Support Engineer and become a key source of knowledge for the Lilt platform and APIs. You will work directly with customers and linguists to resolve issues, improve the AI platform, and build relationships. Collaborate with internal teams, analyze customer data, and contribute to knowledge-sharing initiatives. This contract position is remote and based in the USA, offering a hybrid work model combining in-office and remote work. The role requires strong problem-solving skills, technical expertise in internet technologies, and experience in a technical support setting. Lilt provides competitive compensation, benefits, and a supportive learning environment.

Requirements

• You are creative, courageous and have strong problem-solving capabilities
• You can adapt to change quickly, while dealing with many varied technical support requests and challenges
• You are highly technical with an interest in internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting)
• You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered
• You’ve had exposure to uncertain situations and show a history of dealing with ambiguity successfully
• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests
• 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
• Experience with a monitoring tool like Datadog is required
• 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

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

Preferred Qualifications

• STEM degree preferred but not 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

Benefits

• At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays
• 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