Customer Support Engineer

Be part of the Contact Center Industry Disruption withObserve.AI

Languages: 

Fluency in speaking and writing French and English along with basics of German.  Knowing all 3 languages will add additional weightage 

About Us:

Observe.AI is an Intelligent Workforce Platform that transforms contact centers by embedding AI into 100% of customer conversations, optimizing agent performance, and automating repeatable processes that drive revenue and retention. WithObserve.AI, contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using baked-in coaching and evaluation workflows, and improve key business metrics across every customer touchpoint. Observe.AI is trusted by hundreds of customers and partners, including Pearson, 23andMe, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visitwww.observe.ai.

The Opportunity:

As a Technical Support Engineer atObserve.AI, you will help create a world-class customer experience for our customers which in turn will make them raving fans of the product.  Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction.  You will prioritize customer requests using our ticket system (Zendesk) and will take lead in creating customer-facing documentation (Zendesk Guide) striving to deflect tickets through proactive knowledge articles.  You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met.  You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team. 

What you’ll be doing:

Provide efficient and accurate technical support forObserve.AI’s product to ensure customer satisfactionWork on language transcription related issues via various tools and help improve the overall accuracy of the account Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time Become the liaison with Engineering and Product to escalate bugs, outages, and product requestsCollaborate with Customer Success, Onboarding, and Product to drive outstanding customer experienceAnalyze where users are getting stuck and provide potential workarounds + KB articlesProactively identify opportunities to improve team processesProvide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrationsDriving a “customer first” mindset to the team and collaboratorsSelf-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

Who you are:

2+ year as a Technical Support Engineer on a SaaS Support team

Proficient in French and English, required to know basics of German

Working technical knowledge of SaaS applications, cloud integrations, and architecture

Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)

The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectivesExcellent verbal and written communication skills

Proven track record of demonstrated ability to dive into the weeds and find out solutions

Scripting knowledge is good to have