Assist linguists and platform-only customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team. Communicating feature requests to Product.
Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout.
Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements.

Between 1-3 years of experience in customer support, localization support, or similar customer-facing roles.
Comfortable working with technical products and learning new tools quickly.
Strong written and verbal communication skills so you can explain technical difficulties clearly to both end users and technical administrators.
An analytical mindset where you dig into complications methodically and know when to escalate.
Required expertise in the following:
SQL & Database Management
Google Cloud Platform (GCP)
REST API
Yarn for package management
Nice to have expertise in the following:
Network (Browse debugging tools)
Familiarity with Datadog
Github
Authentication and SSO troubleshooting
Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics, or a related field is a plus but not required.

Customer Support Engineer

Key skills