Customer Support Engineer

LILT AI is a company focused on transforming global communication through AI and machine translation. They are seeking a Customer Support Engineer to assist linguists and platform customers by resolving platform-related inquiries and documenting issues for further escalation.

Responsibilities:

• 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

Requirements:

• 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