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.
Analyze 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

2+ years of experience in Technical Support team setting (preferably in enterprise application software support)
Excellent customer service and problem-solving skills
Ability to quickly diagnose, multi-task and resolve customer issues
Must be able to research the application database, application code, and knowledge base, and recreate issues to provide customer solutions
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
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

Technical Support Engineer

Key skills