Technical Support Engineer

LILT AI is a leading company in the AI-driven translation industry, dedicated to making information accessible across languages. They are seeking a Technical Support Engineer to assist customers and linguists with platform issues, improve their AI platform, and collaborate with various teams to ensure project delivery.

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
• 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

Requirements:

• 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
• 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
• Experience in a Technical Support team setting (preferably in enterprise application software support) for more than 2 years
• 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
• 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
• Be prepared to work in a 24x5 shift environment
• STEM degree preferred but not required
• Experience within the localization industry and multiple languages is a plus